Report by Mirian Morrison, Clinical Governance Development Manager on behalf of Heidi May, Board Nurse Director

Size: px

Start display at page:

Download "Report by Mirian Morrison, Clinical Governance Development Manager on behalf of Heidi May, Board Nurse Director"

Kory Watkins
5 years ago
Views:

1 Highland NHS Board 4 October 2011 Item 4.7 BETTER TOGETHER IN-PATIENT SURVEY 2011 Report by Mirian Morrison, Clinical Governance Development Manager on behalf of Heidi May, Board Nurse Director The Board is asked to: Note the findings of the Better Together Inpatient Survey and the action being taken to address the findings. 1. Background 1.1 As part of the national Better Together Programme, 5388 inpatient questionnaires were sent to patients who had spent at least one night in a Highland hospital in the period 1 October 2009 to 30 September This survey excluded Mental Health, Maternity and Paediatrics. The overall response rate was 55% which is similar to last year. Reports are prepared for each hospital except for those where there were less than 20. Within Highland there are therefore no individual reports for Royal Northern Infirmary, Ian Charles Hospital, St Vincent s Hospital, Town and County Hospital Wick, Dunbar Hospital and Migdale Hospital. 1.2 The national report and hospital reports were published on the Better Together website on 24 th August ( 2. Results 2.1 The Highland-wide results are shown in Appendix A. 2.2 Overall the results for Highland are very good with results significantly above the national average in most areas. 2.3 The top 5 areas where patients reported positive experiences are as follows: Question/Statement % positive response I understood how and when to take my medicine 97% The main ward or room I stayed in was clean 96% I understood that my medicines were for 96% Doctors introduced themselves to me* 96% (* Not asked in 2009/10 survey.) I had privacy when being examined and treated 96%

2 2.4 There are a number of areas where the response is higher than the national position Question/Statement Overall how would you rate your admission to hospital? In the Emergency Department I was told how long I would have to wait. Overall how would you rate care and treatment received in the Emergency Department? I was happy with the food and drink that I received. Overall how would you rate the hospital environment? From the time you arrived at hospital how did you feel about the time you had to wait for a bed on the ward? % positive response Difference from Scotland response % 57 +9% 91 +9% 76 +9% 88 +9% 95 +8% 2.5 Comparing the results with last year, there were no areas where our patients reported a more significantly positive experience. It should be noted however that the improvement plans that were developed following the results of the 2010 survey will have had little impact on the 2011 results. This is due to the short timescale between the results of the 2010 survey being published and the commencement of the 2011 survey. We expect the 2012 survey to show improvements. 2.6 There are a number of areas, however, where patients have reported a significantly less positive experience than in Those areas where there has been a negative shift of more than 6% are as follows: Question/Statement % positive response Difference from last year In the Emergency Department, I was told how 57-7% long I would have to wait. I was happy with the food and drink I received 76-6% I knew who was in charge of the ward 63-6% I got help with eating and drinking when I 70-6% needed it There was enough time to talk to the nurses 80-6% I was given help with arranging transport 61-7% 2.7 Details of the main positive and negative themes by hospital are detailed in Appendix B. Next Steps 2.8 Hospital and sub-site reports have been issued to each of the Operational Unit management teams for their consideration and action. Each of the Operational Units is expected to prepare improvement plans which will be monitored through clinical governance and risk management arrangements. Six monthly reports will be presented to the Clinical Governance Committee to show progress and that actions have made a difference to patient care. 2

3 2.9 Nationally it has been agreed that the in patient survey will be carried out on a biyearly basis with a speciality specific survey being undertaken every alternative year. The next inpatient survey will be undertaken in Patient Experience Feedback Tool 3.1 In addition to the National Survey, a local survey tool has been developed to gain feedback. 3.2 The Clinical Governance Support Team is working with each of the Operational Units to identify ways of capturing patient feedback. The How Did We Do? Patient Experience Feedback Tool was designed as an additional way to capture patient experience on a proactive, real time continuing basis, providing quick feedback and helping to meet the needs of the patient and deliver a high standard of care. 3.3 The tool was introduced in Raigmore in April 2011 on a phased roll out. It has since been made available to North CHP hospitals. Discussion has commenced regarding roll out in Mid CHP hospitals and in parallel to this a version is being developed for use by AHPs. It will also be made available to other areas. 3.4 Through a short questionnaire, patients rate how they felt their stay was in relation to 5 areas: (1) I was treated with dignity and respect (2) The ward or room I stayed in was clean (3) Staff listened to me if I had questions or concerns (4) I was given the right amount of information about my condition and/or treatment (5) I would be happy for a friend or relative to be treated in this area of the hospital 3.5 Patients are also asked to provide comment, identifying anything that they would change about the service and care they received. The 5 questions can be subject to change in wording depending on requirements. 3.6 The patients responses to the questionnaire are inputted into the tool on a ward or department basis, which generates the results to provide a marker of experience. The results are displayed in a poster/dashboard format and put up on Quality Boards or notice boards updated on a monthly basis. 3.7 The scores provide a gauge of patient s experience, with patient comments adding real value. In time the result of the feedback would be part of the hospital clinical dashboards. 3.8 So far the How Did We Do? Patient Experience Feedback Tool has been well received, and seen as a simple, effective and flexible way of gathering feedback locally and quickly. 4. Conclusion 4.1 Overall the results from the 2011 Better Together Inpatient Survey show that we are a well performing Board and that we continue to proactively capture patient experience and use this information to change and improve our practice and services to continually improve patient care. 3

4 5. Governance Implication 5.1 Patient and Public Involvement This report demonstrates that actively solicits feedback from patients, is making it easy to give such feedback and that feedback is reviewed on an ongoing basis in order to engage patients in quality improvement activities. 5.2 Clinical Governance This report demonstrates that is fully committed to developing ways of getting and using information about patients experiences as a core part of service design, planning and quality improvement. Mirian Morrison Clinical Governance Development Manager 23 September

5 5 APPENDIX A

18 APPENDIX B BETTER TOGETHER IN-PATIENT RESULTS It should be noted that due to the low response rate in some area positive and negative shifts may not be significant and further analysis will be required. Hospital: Raigmore Hospital Response Rate: 53% (1403 returns) Positive (same or better than last year) Understood how and when to take medicines Doctors introduced themselves Privacy when being examined and treated What medicines were for Information given before attending hospital Negative ( worse than last year) Help with arranging transport Who was in charge of the ward Being told how long the wait would be in A&E The time had to wait to go home Hospital: Caithness General Response Rate: 53% (298 returns) Positive (same or better than last year) Clean wards or rooms Clean toilets and bathrooms Understood how and when to take medicines What medicines were for Doctors introduced themselves Help with arranging transport Who was in charge of the ward Hospital: Belford Hospital Response Rate: 49% (258 returns) Positive (same or better than last year) Information about attending hospital and what would happen Clean wards and rooms Time to be admitted to a ward Being told how long the wait would be in A&E Care in A&E Help with arranging transport Who was in charge of the ward The time had to wait to go home 18

19 Hospital: Lorn and Islands Hospital Response Rate: 51% (291 returns) Positive ( same or better than last year) Understood what medicines were for Understood when how and when to take medicine Treated with respect Treated with care Negative ( worse than last year) Being told the wait in A&E Who was in charge of the ward Help in arranging transport Danger signs to watch for when returned home Hospital: Lawson Memorial Hospital Response Rate: 37 responses Positive (same or better than last year) Privacy when being examined and treated Doctors explained the operation and procedure in a way I understood Doctors knew enough of my condition Doctors talked in a way that I understood Time waited to get a bed Who was in charge of the ward Who to contact if I had any questions after leaving hospital Hospital: Ross Memorial Hospital Response Rate: 85 responses Positive ( same or better than last year) Nurses helped me understand my condition and treatment Rated staff highly Understood what medicines were for Understood when how and when to take medicine I was treated with respect Time waited to get a bed 19

20 Hospital: County Community Hospital Response Rate: 46 responses Invergordon Positive (same or better than last year) Clean wards and rooms Adequate pain relief Understood what medicines were for Understood how and when to take medicines Who was in charge of the ward Involved in decisions about care and treatment Hospital: Portree Hospital Response Rate: 13% (35 returns) Positive (same or better than last year) Admission to hospital Clean toilets and bathrooms Understood how and when to take medicine Food and Drink Hospital: Mackinnon Memorial Hospital Response Rate: 34% (87 returns) Positive ( same or better than last year) Care in A&E Treated with care Trusted people who looked after me Being told the wait in A&E Confidence that help that was needed was available when got home Hospital: Town and County Nairn Response Rate: 29 responses Positive (same or better than last year) Clean wards and rooms Clean bathrooms and toilets Privacy when being examined and treated Nurses introduced themselves Nurses washing their hands Who was in charge of the ward Enough time to talk to doctors 20

21 Hospital: Victoria Hospital Response Rate: 23 responses Positive ( same or better than last year) Time waited to get a bed Clean wards and rooms Medicines were given in reasonable time when discharged Adequate pain relief Privacy when being examined Involved in decisions about care and treatment Given advice on how to look after myself Confidence to look after myself when returned home Who was in charge The time had to wait to go home Hospital: Cowal Community Hospital Response Rate: 47% (111 returns) Positive ( same or better than last year) Time waited to get a bed Understood how and when to take my medicines Privacy when being examined Adequate pain relief Clean wards and rooms Negative ( worse than last year) Who was in charge of the ward Help with arranging transport Hospital: Campbeltown Hospital Response Rate: 78 responses Positive (same or better than last year) Time waited to get a bed Told what was happening in A&E Treated with care Doctors explained the operation and procedure in a way I understood Information about the wait in A&E Who was in charge Arrangements for help when got home Privacy when being examined 21

22 Hospital: Islay Hospital Response Rate: 32 responses Positive (same or better than last year) Wait for a bed Involved in decisions about care and treatment Enough time to talk to nurses Hospital: Mid Argyll Community Hospital Response Rate: 96 responses Positive (same of better than last year) Clean wards and rooms Doctors introduced themselves Wait for a bed Information about the wait in A&E Help with transport arrangements Who was in charge Confidence that help that was needed was available when got home 22

You can complete this survey online at Patient Feedback Fill in this survey and help us improve hospital services

You can complete this survey online at Patient Feedback Fill in this survey and help us improve hospital services Patient Feedback Fill in this survey and help us improve hospital services Patient Survey Help us improve hospital services What is the survey about? This survey is about your most recent stay as an inpatient