January 2012 - Sandwell & West Birmingham Hospitals

SWBTB (1/12) 275 (b)
SWBTM (1/12) 236
DOCUMENT TITLE:
SPONSORING DIRECTOR:
AUTHOR:
TRUST MANAGEMENT BOARD
Patient Satisfaction Survey results for September – November
2011
Rachel Overfield, Chief Nurse
Rachel Overfield, Chief Nurse
DATE OF MEETING: 17 January 2012
SUMMARY OF KEY POINTS:
The attached report provides results of the Trust’s Adult Inpatient Satisfaction Survey for
September – November 2011.
Key Points To Note:
• Numbers of surveys returned in November were higher than the rest of the year and
amounts to around 38% of total discharges in the month.
• Against 5 CQUiN questions very little change although divisions should be looking to
improve scores against:
- Involving patients in care decisions
- Informing patients of medication side effects
- Post discharge contact advice.
• Care as rated by patients – 87% patients rate care as excellent or good – an increase of
around 2% from the previous month.
• 78.5% patients would recommend the Trust to friends/relatives – see appendix 1 regarding
the definition of a net promoter score – a more sophisticated version will be incorporated
when surveys next go to reprint.
• Access to interpreters has improved following a considerable drive at ward level.
• 8.3% patients claim that they shared sleeping accommodation with patients of the
opposite sex. This is at odds with our breach reports and therefore needs urgent
clarification at divisional level – every division has data down to ward level. (See Appendix
2 for information by ward).
• At least a quarter of patients consistently do not know the name of their consultant (see
appendix 2 for information by ward).
• Perceptions of standards of cleanliness has deteriorated for the third month running.
• Noise at night, pain control and involvement in discharge planning continue to be a
concern which we will bring to TMB next month by ward.
• Keeping patients informed during transfers is a deteriorating picture – possibly due to
increased pressures during the winter.
• Discussing of dietary needs and choice remains a concern.
• Waiting for medications continues to be the most significant reason given by patients for
delays in going home (250 patients) – (see appendix 2 for detail by ward.)
In the main report on page 8, 9 and 10 is a by ward performance monitoring table that identifies
returns as a % of discharges; overall care ratings and hospital recommendation by ward. Within
this N3 and D47 stand out as being of some concern (this correlates with other ward
performance indicators).
TMB is asked to consider key points and especially to encourage greater detailed divisional
reviews to improve patient perception and experience.
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