Aims: To update the Trust Board on real time patient satisfaction feedback

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1 TRUST BOARD Date of Meeting: Agenda Item No: 8.1 Enclosure: 7 14/02/2012 Intended Outcome: For noting For information For decision Title of Report: Real Time Patient Satisfaction Aims: To update the Trust Board on real time patient satisfaction feedback Executive Summary: Understanding how patients experience the care they receive is a key component to delivering high-quality care. Through using patient experience feedback we can review our patients experience to improve the quality of care and services we provide. Inpatient satisfaction surveys are completed on a monthly basis across the Trust as tabled in the report. The patient satisfaction survey has been updated and extra questions included after consideration of the National Patient Survey and Francis report. The response options available to questions have been increased and a comments box added to allow free text. Capturing feedback of patients discharge process is being reviewed to facilitate improvement in patients discharge and the discharge information provided. Accident and Emergency departments have now successfully implemented a patient survey specific to their needs and are also using patient stories to help them gather more detailed patient feedback. The outpatient satisfaction survey has now been redesigned to meet the needs of generic Outpatient services. The new survey has now been successfully trialled in Medical Physics and plans are in place to extend implementation to Disablement Services, Haematology Clinic, Outpatients and the Heart Centre. The Care Quality Commission (CQC) undertook a national outpatient department survey in 2011 of which the results for all Trusts will be displayed in the Care Directory on the CQC website. The national overall results for the 2011 survey will be compared with the 2009 survey. Overview of key areas for consideration or noting: Task & Finish group to take forward procedures, training and ongoing implementation of real time patient and staff surveys. TB Enc-7- Report on Patient Satisfaction February 2012 (2).docx Page 1 of 11

2 Recruit additional volunteers to undertake patient surveys and explore assigning volunteers to wards. Monitor action plans and report to divisions on progress and actions required. Monitor all ward areas compliance in completion of surveys. Increase public awareness of Trust Inpatient satisfaction survey. Explore the reporting system on Auditr to allow easier analysis of specific themes. Ensure that the results of the National Patient Surveys are included to gather further patient feedback on areas requiring improvement eg discharge information. Specific implications and links to the Trust s Strategic Aims: Ensure we provide high quality, safe and effective care for all our patients including meeting essential standards of safety and quality as set out by the CQC Develop a viable integrated clinical strategy for secondary care services which is sustainable and affordable Develop a new healthcare facility in West Cumbria that is fit for the 21st century Achieve sustainable financial balance through the delivery of the Trust's internal Cost Improvement Programme, securing a viable contract income from our GP commissioners and contributing to the system wide cost reductions To develop and implement a successful merger or acquisition plan that enables the Trust to become part of an existing NHS Foundation Trust Recommendations: The Trust Board is asked to note the report. Prepared by: Gill Long, Nursing & Quality Presented By: Chris Platton, Acting Director of Nursing & Quality TB Enc-7- Report on Patient Satisfaction February 2012 (2).docx Page 2 of 11

3 TRUST BOARD REAL TIME IN PATIENT SATISFACTION FEBRUARY INTRODUCTION Understanding how patients experience the care they receive is a key component to delivering high-quality care. Through using patient experience feedback we can review our patients experience to improve the quality of care and services we provide. 2 INPATIENT SATISFACTION SURVEYS Inpatient satisfaction surveys are completed on a monthly basis by a combination of Volunteers and Patient Panel members using an ipad. The aim is to complete 50% of the bed base of each ward each month. The data collected is immediately uploaded into a web based information system called Auditr. At the end of each month if any element within the surveys falls below the expected standard (shown as amber or red) an alert is generated by Auditr and sent to the Ward and the Sister/ Charge Nurse of the ward. The Sister/Charge Nurse will then feedback to their team and generate an action plan. 2.1 Inpatient Satisfaction Survey Results The tables below show the cumulative results for Inpatient Satisfaction across the Trust for 2011/2012. TB Enc-7- Report on Patient Satisfaction February 2012 (2).docx Page 3 of 11

4 The tables above demonstrate consistent inpatient satisfaction feedback between 89 and 94% across the Trust. The survey reports from October 2011 include the updated the patient satisfaction questions and response categories in line with the national patient survey as explained in section 3.1 and Site Based Inpatient Satisfaction Survey Results The table below shows the overall score per ward and the number of surveys completed at the Cumberland infirmary (CIC) for 2011/2012. TB Enc-7- Report on Patient Satisfaction February 2012 (2).docx Page 4 of 11

5 The table below shows the overall score per ward and the number of surveys completed at the West Cumberland Hospital (WCH) for 2011/2012. TB Enc-7- Report on Patient Satisfaction February 2012 (2).docx Page 5 of 11

6 2.3 Accident & Emergency Patient Satisfaction Survey Results The tables below show the results of Accident & Emergency patient satisfaction for 2011/2012 which commenced in July 2011 and displays the average monthly score and number of surveys completed at CIC and WCH. TB Enc-7- Report on Patient Satisfaction February 2012 (2).docx Page 6 of 11

7 2.4 Outpatient Satisfaction Survey Results The tables below show the results of the Outpatient satisfaction surveys for CIC for 2011/2012 and WCH for TB Enc-7- Report on Patient Satisfaction February 2012 (2).docx Page 7 of 11

8 3. PROGRESS/DEVELOPMENT 3.1 Changes to the Inpatient Satisfaction Survey questions: Following consideration of the National Patient Survey and Francis report a number of questions have been added to the Trust patient satisfaction survey. Questions added include: If you or your relative wanted to speak to a doctor about your condition did you have the opportunity to do this? Were you involved as much as you wanted to be in decisions about your care and treatment? If you wanted to talk about your worries or fears did you find a member of staff to speak to? Are you satisfied with the amount of information on medication side effects you received? Are you satisfied with the communication between the staff on the ward and you and your relatives? On admission did a member of staff show you were the toilets were? On admission did a member of staff ask if you required assistance with toileting? Are you satisfied with the meals provided during your stay on this ward? Were you given enough privacy when discussing your condition or treatment? Would you recommend this ward to a relative or friend? 3.2 Response to Patient Satisfaction Survey Questions Following feedback from patients the response options have been increased. Prior to October 2011 there were two response options available to the survey questions which were either yes or no. From October 2011 the questions now include five response options; very satisfied; satisfied; neither satisfied or dissatisfied, dissatisfied or very dissatisfied. A comments box to allow free text has also been included to provide patients the opportunity to add comments if required. TB Enc-7- Report on Patient Satisfaction February 2012 (2).docx Page 8 of 11

9 3.3 Training Training has been provided on Auditr to all Sisters and training to other ward and department staff is provided on request. 3.4 Action Planning/Alerts Action planning through the Alerts issued by Auditr is becoming established into ward practice. This has been assisted by the implementation of the Monthly Ward Health Check which asks whether all Alerts have been actioned from the previous month. An alert is also now generated and sent to the relevant staff prior to the end of the month if the required number of audits has not been completed. 3.5 Volunteers A number of volunteers have been recruited to the CIC site and are now undertaking Inpatient Satisfaction Audits in allocated areas. A number of further Volunteers are also in the process of being recruited to undertake the surveys. It is planned that each clinical area will have a designated Volunteer who will complete the required number of surveys each month. Patient Panel members are also assisting with the collection of Inpatient surveys in a number of areas on both sites. 3.6 Capturing Feedback of patients discharge process We are currently reviewing how we can capture patient feedback on the discharge process to facilitate improvement in patients discharge and the information provided. 3.7 Raising awareness of opportunities for patient feedback Work is underway with the Communications department to further develop the Patient Experience Toolkit. Consideration is also been given to an advertising campaign to promote the Trust Inpatient survey as only a small number of patients felt their views had been sought in the national survey. 3.8 Revised Outpatient Survey The outpatient satisfaction survey has now been redesigned to meet the needs of generic Outpatient services. The new survey has now been successfully trialled in Medical Physics and plans are in place to extend implementation to Disablement Services, Haematology Clinic, Outpatients and the Heart Centre. 3.9 Accident & Emergency Survey and patient stories Accident and Emergency departments have now successfully implemented a patient survey specific to their needs and are also using patient stories to help them gather more detailed patient feedback. 4 NATIONAL COMPARISONS The CQC undertake National NHS patient survey programmes which gather feedback from patients covering in patient care and outpatient care services. TB Enc-7- Report on Patient Satisfaction February 2012 (2).docx Page 9 of 11

10 4.1 National Inpatient Survey Results The CQC National Inpatient Patient Survey is undertaken annually. The survey questions are divided into 10 section headings. The current results published in 2011 as listed below identifies the average scores for all questions and how the scores compare with other Trusts. Section heading Score out of 10 How this score compares with other trusts for our Trust The A & E department, answered by 8.21 better emergency patients only. Waiting lists and planned admissions, 6.73 about the same answered by those referred to hospital Waiting to get a bed on a ward 7.88 about the same The hospital and ward 8.18 about the same Doctors 8.6 about the same Nurses 8.47 about the same Care and treatment 7.55 about the same Operations and procedures, answered 8.26 about the same by patients who had an operation or procedure Leaving hospital 6.39 about the same Overall views and experiences 6.44 about the same The results demonstrate the Trust s performance on all areas and provide a comparison with other Trusts. The comparisons with other Trusts identified that patients feedback on their experience was about the same or better. The areas where the Trust was reported to have performed better were: time waited for a bed consistent communication response times to call buttons not wanting to complain Feedback however on written patient discharge information identifies that further work is required. Patient discharge information is available across the Trust but is being reviewed in line with the feedback received. 4.2 National Outpatient Survey The Care Quality Commission (CQC) undertook a national outpatient department survey in 2011 of which the results for all Trusts will be displayed in the Care Directory on the CQC website. The national overall results for the 2011 survey will be compared with the 2009 survey. The survey results are due to be published on 14 February TB Enc-7- Report on Patient Satisfaction February 2012 (2).docx Page 10 of 11

11 5. NEXT STEPS Task & Finish group to take forward procedures, training and ongoing implementation of real time patient and staff surveys. Recruit additional volunteers to undertake patient surveys and explore assigning volunteers to wards. Monitor action plans and report to divisions on progress and actions required. Monitor all ward areas compliance in completion of surveys. Increase public awareness of Trust Inpatient satisfaction survey. Explore the reporting system on Auditr to allow easier analysis of specific themes. Ensure that the results of the National Patient Surveys are included to gather further patient feedback on areas requiring improvement eg discharge information. 6 RECOMMENDATION The Trust Board is asked to note the report. TB Enc-7- Report on Patient Satisfaction February 2012 (2).docx Page 11 of 11

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