Outpatients give their verdict on our services

93% of patients would recommend outpatient services at Chelsea and Westminster Hospital to their friends and family, according to the results of the national NHS outpatients survey published by the Care Quality Commission today.

The survey questionnaire was sent to 850 patients who had outpatient appointments at the hospital in May 2011.

More than 350 patients completed and returned questionnaires which meant there was a 43% response rate.

There were significant improvements on four questions when compared to the previous survey in 2009, no questions with significantly worse scores, and no significant change in the vast majority of areas.

Key results from the survey include:

• 89% of patients rated their care as ‘Excellent’, ‘Very good’ or ‘Good’
• 91% of patients had confidence in the doctor examining and treating them
• 82% of patients said they were treated with respect all the time

Chelsea and Westminster scored in the top 20% of NHS trusts in England for:

• Asking patients what was important to them in managing their condition
• Explaining to patients how to take new medications
• Explaining to patients what would happen before starting their treatment

Areas in which the Trust’s performance has improved significantly since the previous survey in 2009 include:

• Availability of leaflets and posters about handwashing
• Patients being fully involved in decisions about medication choices
• Other patients not being able to overhear discussions with receptionists
• Patients receiving copies of letters between their hospital doctor and GP

However, there are a number of areas in which the Trust’s scores are below average and an action plan is being implemented to improve performance. Many improvements have been put in place since the survey was carried out in May 2011.

Heather Lawrence, Chief Executive, says: “Improving the patient experience is one of the Trust’s key corporate objectives and while it is clear there are some areas requiring further attention, it is encouraging that so many patients would recommend our outpatient services.

“Administrative aspects still remain a concern for patients which is why we restructured our outpatient administrative and nursing teams in April 2011, just before this survey was carried out, and over time this new structure should improve important aspects of patient experience.”

A new Outpatients Department opened on the Lower Ground Floor of the hospital in February 2011 to provide an ‘airport style’ quality of service to patients including self check-in facilities and light and airy waiting areas, designed in consultation with patients. Facilities requested by patients have been introduced including self check-in kiosks, a coffee shop and screens notifying patients of waiting times.

Secretary of State for Health, Andrew Lansley, said when he officially opened the new Outpatients Department in June 2011: “This new development encapsulates the spirit of the modern NHS—designed ‎with patients and their views at its heart.”