PART A AGENDA ITEM 11 - The Princess Alexandra Hospital | NHS ...

The Princess Alexandra Hospital was placed in the bottom 16 Trusts in the county,and in the lower 20% for 38 out of 59 questions.Overall• One of the 16 poorest performing Trusts on cancer patient experience inEngland• In bottom 20% of Trusts for 38 questions out of 59 questions• Sits in top 20% for admission date of operation not being changedAreas For Improvement• Information provision• Communication – and in particular breaking bad news• Awareness of the needs of cancer patients• Involvement of patients and their carers in all decision making• Pathway management and speed of treatment / access to diagnostics.NHS Choices Online Feedback – 9 comments Quarter 4 (January to March2011)• 6 people would recommend the hospital• 3 people would not recommend the hospital• Services commented on were paediatrics, general surgery, general medicine,gastro, accident and emergency medicine, maternity, gynae and orthopaedics• Concerns raised and praise given about the treatment offered, length of stay,information and communication, attitude of nurses and doctors.AssessmentCommon Themes:Five areas have been identified that correlate across all of our feedback. These are:Role and approach of doctors♦ Results highlighted a level disregard for the patient♦ Lack of confidence and trust♦ Poor hand hygiene (from Patient Survey)Involvement in decision about their care♦ People want to be more involved in their careAccess to nursing staff♦ Timely access to ward staff following a call button♦ Availability of Clinical Nurse SpecialistsInformation and communications♦ Interpersonal communication between patients and professionals,appropriateness of tone, manner and message♦ A lack of information offered by doctors and nurses, poor informationregarding care, treatment, support groups and the nursing teams.Admission and discharge♦ Time taken to admit, the quality of the admission♦ lack of co-ordination of discharge arrangements♦ Significant waits for medication on discharge form hospital♦ Significant waits for transport on discharge from hospitalPrevious approach to addressing patient feedbackHistorically the process of introducing and monitoring actions to enhance patientexperience has been collated corporately. The Trust has not experiencedimprovements in patient feedback with this methodology.Patient Survey SBARApril 2011: Raine Hunt, Sharon Cullen & Rob Duncombe2