Inpatient Survey 2007 Paul Reeves/Joy Wilk June 2008

Improvements > Seven Question Sharing a room with patients of the opposite sex AmberGreen Bother by noise at night from staff RedAmber Patient offered a choice of food AmberGreen Confidence and trust in the doctors treating you AmberGreen Doctors washing or cleaning hands between touching patients AmberGreen Nurses washing or cleaning hands between touching patients RedAmber How long was the delay to discharge RedAmber Best 20% of Trusts Intermediate 60% of Trusts Worst 20% of Trusts

Questions with worse scores Best 20% of Trusts Intermediate 60% of Trusts Worst 20% of Trusts Question How would you rate Hospital food AmberRed Help at meal times AmberRed Information given on condition or treatment AmberRed Told how you could expect to feel after an operation or procedure AmberRed Did the hospital staff give your family or someone close to you all the information they needed AmberRed

Results Overall Best 20% of Trusts Intermediate 60% of Trusts Worst 20% of Trusts Question Treated with Respect & Dignity whilst in hospital Red Rate how well doctors & nurses work together Red Rate the care received Red Whilst in hospital asked to give views on the quality of care Amber Did you see poster or leaflets explaining how to complain about the care you received Not included Amber If you wanted to complain, did hospital staff give you the information you needed to do this Not included Red

Main Areas  Patient Dignity  Hospital Cleanliness  Communication  Overall Care  Theses themes have been identified as key themes for concern in London District General Hospitals by NHS London

Who completed the questionnaires?  344, returned questionnaires  54% of patients were 66years +  58% had a long term condition*  *59% of these had conditions which impacted on everyday activates  Being treated with respect and dignity 20 patients said ‘No’ 35 patients said not enough privacy when discussing their condition or treatment 7 patients said not enough privacy when being examined or treated  Cleanliness 41 patients said ward / room not very clean / not at all clean 62 patients said bathroom & toilets not very clean / not at all clean  Communication Did poorly on a range of questions regarding information e.g. Differing information given, talk in front of patient as if they weren't there, operations and procedures, discharge, medication, someone to speak to regarding worries or concerns etc What matters most to patients ?

Specific Actions >  The Improving Patient Experience Group [IPEG] established in October 2007  Weekly EHT inpatient questionnaires.  Cleanliness: The Trust has completed the Department of Health deep cleaning programme, Good PEAT scores  Staff Shortage: The Trust is currently undertaking a nursing skill mix review  Communication: Customer care training is in place, review of patient information  Food: A new Nutrition Forum was established in February 2008

This Years Key Actions  Culture Change – Commitment to Care  Promotion of Improvements & Innovations  Communication  High Profile Topics: e.g. Infection Control, Patient Safety, and Hospital Cleanliness  Hotel Services