The Government’s Friends and Family Survey scores published today show that investments in clinical staff and the environment of East Surrey’s Emergency Department has made for a better experience for patients.
The data from the NHS Friends and Family survey, which asks patients whether they would recommend A&E and inpatient wards to their nearest and dearest based on their own experience, has been released today and shows that A&E is in the normal range (mid-60%) of hospitals in England.
Inpatient scores for the Trust, however, despite showing that 90% of inpatients were likely or extremely likely to recommend East Surrey Hospital in June, still put us in the bottom 20% of hospitals and shows that more work still needs to be done.
Michael Wilson, Chief Executive of Surrey and Sussex Healthcare NHS Trust, which runs East Surrey Hospital, said: “We introduced the ‘friends and family’ test months before the Government’s deadline through our ‘Your care matters’ survey. Our survey asks more than just ‘would you recommend’ it asks detailed questions on a wide-range of areas including cleanliness, pain control, privacy, emotional support and confidence in doctors and nurses. It allows us to monitor and make improvements based on real-time feedback from patients.
“The questions that we are focussing on are showing positive improvements and already a number of changes have been made as a result of the Your Care Matters survey, for example, acoustic panels have been installed in the ED reception to improve the noise levels to help with patient privacy; clocks, soft close bins, tray tables, ear plugs and additional chairs have been ordered for various wards and a range of steps have been taken in two wards to reduce noise at night. We are also able to recognise staff who go above and beyond as well, as patients are asked if there is anyone who they would like to commend for providing exceptional care. In June 158 staff received commendations.
Other developments in relation to embedding Your Care matters include:
- Ward level results are now published on the Intranet with an Executive Level Divisional Report emailed directly to the Divisional Chief Nurses .
- ‘Additional Comment’ reports are sent to ward / department managers and copied to Matrons at the end of each month which comprise the free text responses left by respondents when they are asked if they have any further comment about their experience as a patient. This level of data has not been available until recently.
Michael, cont.: “Our Trust has gone from strength to strength in recent years thanks to everyone who has, and continues to, play their part in improving our services, and we think it is only right that our service users and others can follow our journey. We will be looking closely at the feedback from inpatients to see where further improvements can be made.”
Over the last two years Surrey and Sussex Healthcare NHS Trust has moved from delivering very few of the national quality and safety standards to delivering them all and as part of our journey of improvement we have ensured that we use patient feedback to improve services. We have a live feed from Patient Opinion (an independent internet feedback site) on the homepage of our website from patients talking about their care and we pride ourselves on being open and transparent.
For further details on Your care matters please click here.