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Questionnaire review of 2007

All General Anaesthetic patients are given a patient questionnaire form which identifies their journey from consultation to discharge. They are encouraged to fill this form before they leave to indicate the quality of services provided. When the forms are audited, monthly comments are reviewed and welcomed and changes are made to maintain standards.

Patient comments were very positive for the hospital and all areas e.g., consultants, theatre, ward and reception.

Patients comment

" The Nurses were fantastic, all of them made me feel very comfortable and happy. The staff were always caring and cheerful, I liked to hear the staff laughing. The care was fantastic and I was very relaxed throughout my whole visit. The consultants, nurses, staff in reception were fantastic and did an excellent job. Everyone was so kind, caring , considerate, informative and helpful . All the staff at the hospital were helpful and considerate."

Patients characteristics

gender

• Female 95%
• Male 5%

ethnicity

• 95% white, British
• 5% White, other and Black, other

age group

• 25 years and under 25%
• 26-33 years 30%
• 34-41 years 15%
• 42 – 49 years 15%
• 50 and over 20%

Admission to hospital

We are pleased to inform you that we received no complaints in this area, we succssefully matched our customers expectations.

The hospital and ward

This area stays consistently the same, achieving a high percentage of 100% in many areas, such as the cleanliness of hospital rooms, toilets and bathrooms. The practice also scored a very high percentage for its low levels of noise disturbance at night on the wards. Our food came back equally as good with great reviews, our food servings were given 100% and 65% of our patients regarded the food as - very good, 25% said it was -good and a small 5% thought it was fair.

Consultants

The results show that the consultants were praised by our patients, scoring a very high percentage in all four categories, with 3 scoring an incredible 100%. All patients agreed that their questions were answered fully and communicated effectively, they also felt at ease with the doctors and had easy access to a consultant at all times. 95% of our patients added that their troubles were settled soon after speaking to a doctor.

Nurses

Our Nurses have performed tremendously well this year, having accomplished 100% customer satisfaction in all areas, such as; knowledge on patients conditions/treatment, approachability, dealing with patients queries and being supportive when needed most by our patients. Overall we are proud to announce that no report came back negative. .

Your care and treatment

Patients agreed they were given enough information regarding their treatment and always had enough privacy at consult and whilst being treated. The question asked in regards to receiving conflicting information from our members of staff, came back negative. Patients were also very pleased to find help near at hand when needed most.

Pain

The reports came back positive, however there was one small area which requires our attention. The required dose of analgesia given to patients experiencing a sense of pain, was considered not enough by 65% of our patients. This is something that we will review in more detail, we can assure to the public that we will take the necessary steps to guarantee optimum service.

Operations & procedures consultants

This area regularly achieves 100%, however this year the results where fair. With only a few areas requiring a little more attention than what was exercised. One such area, regarded information on their progress after the operation, 5% noted that they never received any information on their progress. Overall we will review how extensively our consultants inform the patient before and after the operation, to then take the necessary steps to guarantee optimum service.

Leaving the hospital

Overall the results were above satisfactory, scoring a high 100% on most questions, however it seems we will need to ensure that everybody receives enough information about the care they need at home after leaving the practice, as well as more information on the side effects they may experience.

Overall

The month of August was very busy and we have had a positive response to the questionnaires. The food ratings have improved this month and the portion size is 100% perfect – well done Jan. We had no written complaints and the 5% discrepancy is the same patient ( as is often the case). Promoting the patient folders has been effective, 80% of patients read them this month. The comments have often included all the hospital staff which is a compliment to our team work. The overall results were very positive, it showed great consistency. Keep up the good work.

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