Survey puts Trust among best in the country
A major national survey today (Thursday) shows out-patient services at Northern Devon Healthcare Trust to be among the best in the country.
The National Outpatient Department Survey, run by the Care Quality Commission, gathers feedback directly from patients about issues such as choice and information, privacy and dignity, and consultations with doctors and other clinical staff.
Today’s findings show that, in 34 out of 40 categories, Northern Devon was among the top 20% of trust across the NHS. It was among the middle 60% of trusts for six categories, with no area of performance in the bottom 20%.
The results show that the Trust’s doctors are particularly well-rated for the way they deal with patients at clinics, putting the Trust into the top 20% nationally for all six categories. For example:
- 92% of patients said their doctor listened to them
- 91% said that their doctor explained things in a way they could understand
- 93% had confidence in their doctor
The survey also showed high ratings (top 20%) for:
Overall care
- Cleanliness of the Outpatient Department and its toilets (89% each)
- Information provided about the patient’s condition
- Levels of privacy during discussions and examinations
- Involvement in decisions about care and treatment
- Staff explanations about tests, treatments, risks and benefits, and medication
- Organisation of the department
The main issues highlighted for further work included making sure that:
- Staff explain how to find test results and what the results mean
- Staff explain any delays at the clinic
- Patients get copies of letters between hospital doctors and their GP
The 2009 study collected feedback from 476 patients at the Trust’s North Devon District Hospital and five community hospitals.
Jo Gibbs, the Trust’s Director of Operations, said: “The outpatient clinic is usually the first port of call for patients, so it’s great to know that their experience is nearly always top rate. From the survey, it looks like we’re as good as anywhere else in the country.
“Staff have worked hard to make the whole experience as good as possible for people who will often be quite anxious. That applies to everyone – receptionists, cleaners and all of our clinical staff. It’s gratifying to see their dedication and professionalism recognised like this.
“Now our job is to build on the results and make improvements where we haven’t done as well in the survey.”
The survey influences the Trust’s annual performance rating from healthcare regulator, the Care Quality Commission (CQC).
Some comments from the 2009 patient survey:
‘As I have only recently moved to the area this is my first visit to the hospital. I received a very good impression of staff and conditions there’
‘I was dealt with quickly and efficiently – it couldn’t have been better’
‘I am more than satisfied with my treatment. Really first class in all respects’
‘I was treated with utmost respect and kindness’
‘The detailed explanation given was of a very high order and every question was fully answered’.
‘Couldn’t have been smoother or more professional’
‘The consultant I saw was knowledgeable, courteous, and explained everything’
‘The consultant was extremely efficient and treated me with honesty and respect.
‘All staff had a happy disposition which lifted spirits and put us at ease’.
‘We have only recently moved here, I am amazed how quickly my appointments came through and all within the timescale set by (consultant). During three months here I have received better and faster care than in 20 years in (previous place of residence)’
Click here for the trust report (adobe pdf format)
