Northampton General Hospital NHS Trust Quality Account 2016-2017

Real Time Survey
The survey adopts a ‘here and now’ approach to ensure that, where possible, positive
improvements/changes take place whilst the patient is still in hospital. Six wards piloted the
approach, which will be rolled out further in the next few months. The surveys are undertaken by
both clinical and non-clinical managers and the feedback provided to the ward manager, matron
and other members of the directorate senior team on the same day. Some of the improvements
made to date as a direct result of patient feedback are detailed below:
Lamps installed in all of the side rooms within Talbot Butler Ward as patients said they
found that it was difficult to read due to the lighting level
Creaton ward had a number of comments from patients relating to sleeping on the ward.
The issue has been discussed at two team meetings to raise awareness and use of the
sleep well packs for patients has increased.
Remote controls for some of the televisions on Talbot Butler were missing and how now
been replaced. .
Right Time Survey
Each month 600 questionnaires seeking feedback are sent out to patients who have attended as
an adult inpatient and 600 questionnaires are sent to patients who have attended A&E. The Right
Time Survey uses questions taken from the National Inpatient Survey as well as the National A&E
survey. This enables us to directly compare the results with national results to see where we are
making process. Importantly, survey results are also available at department/ward level.
The Right Time Survey also includes questions relating to our discharge process as we are aware
that this is one of our patients’ biggest area of dissatisfaction.
Side Effects Medication Poster
Within the National Inpatient Survey results patients are routinely stating that
they do not receive explanations about their medication side effects before
they leave hospital. For this reason a poster has been designed with an eye
catching picture to prompt patients about their medication side effects.
The posters have been distributed throughout the wards and can be seen in
our discharge suite. Posters have also been displayed within the Boots
pharmacy to prompt patients to ask for advice if they are unsure.
The 4 Cs – Comments, concerns, complaints, compliments
It is our aim to do everything possible to make sure that our patients receive
the right treatment at the right time, to a high standard. We want to know
what patients and relatives think of our services and how we can make their experiences count.
We will listen to what patients and relatives have to say and then take action. If there is something
that we can do straight away then we will aim to do it through front line staff and/or PALS. We aim
to use the feedback that we receive to improve the quality of care and service provided to patients.
In the first instance anyone who raises any of the 4 C’s should be advised to speak with a member
of staff (i.e. nurse / midwife / manager) in that area as they are most often the person in the best
position to help and take immediate action. Where appropriate and in agreement with the person
concerned the member of staff should complete a 4 C’s form which are located on all wards and
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