National inpatient surveys

What is the national inpatient survey?

Adult patients discharged from Chelsea and Westminster Hospital (C&W) and West Middlesex University Hospital (WMUH) following an inpatient stay (eg admitted to a ward) in July 2015 were sent a survey inviting them to comment on various aspects of their care.

This was part of the national inpatient survey, commissioned by the Care Quality Commission. All NHS hospitals are required to participate every year.

  • At C&W, the survey was sent to 1,250 patients of whom 392 completed and returned questionnaires—a 33% response rate.
  • At WMUH, the survey was sent to 1,250 patient of whom 422 patients  completed and returned questionnaires—a  35% response rate.

The results of the national inpatient survey were published on 8 June 2016.

How do patients rate their care overall?

C&W

  • 87% of patients rated their care 7+ out of 10
  • 84% of patients felt they were treated with respect and dignity
  • 84% of patients confidence and trust in doctors
  • 98% of patients said their room or ward was very/fairly clean
  • 93% of patients said the toilets and bathrooms were very/fairly clean
  • 93% of patients felt there was always enough privacy when being examined or treated 

WMUH

  • 78% of patients rated their care 7+ out of 10.
  • 77% of patients felt they were treated with respect and dignity
  • 77% of patients had confidence and trust in doctors
  • 96% of patients said the room or ward was very/fairly clean
  • 90% of patients said the toilets and bathrooms were very/fairly clean
  • 84% of patients felt there was always enough privacy when being examined or treated

What do patients rate highly? 

C&W

At C&W, patients reported significant improvements on 10 questions, and no questions were significantly worse: 

  • Cleanliness of the room or ward
  • Hospital food 
  • Choice of food 
  • Confidence and trust in nurses
  • Confidence and trust in doctors
  • Confidence in staff not contradicting each other
  • Being involved in decisions
  • Confidence in the decisions made
  • Feeling involved in decisions about discharge from hospital
  • Patients felt well looked after by staff

WMUH

At WMUH, patients reported significant improvements on 3 questions:

  • Who to contact if worried
  • Being treated with respect or dignity
  • Patients felt well looked after by staff

WMUH has worsened significantly on one question:

  • Not told how to expect to feel after operation or procedure

What do we do better than other hospitals?

C&W

Areas in which C&W scores significantly better than the national average include: 

  • Patients given enough information about condition or treatment in the A&E Department
  • Patients being given enough privacy when being examined or treated in the A&E Department
  • Patients being given a choice of hospitals for planned admission
  • Patients are more involved in decisions
  • Patients given notice about when discharge would be

What do patients think we could do better?

C&W

Areas in which C&W show areas for improvements include:

  • Patients using bath or shower area who shared it with opposite sex
  • Patients feel they were not given the opportunity to give views on quality of care

WMUH

There are a number of areas in which the West Middlesex site scores significantly worse than the national average including waiting times to get a bed on the ward, choice of hospital food and communication.

Improving patient experience—how are we addressing these concerns?

We are already taking action to address concerns by fully engaging with staff to action quality improvements. For example at C&W key Trust staff were informed of the results to share the good practice highlighted and relay to staff where we can improve—for example use of shared sex bathroom facilities. We will also further inform patients about the existing opportunities for patient feedback (such as the Friends and Family Test and PALS).

WMUH has a forthcoming survey results workshop where results will be discussed and action plans formed to ensure patient experience improvements. 

Karin Burke, Associate Director of Patient Experience says: “Trends show that both hospitals are improving in some areas and patient feedback obtained from other sources, such as the Friends and Family Test, show that generally patients are satisfied with the care and treatment they receive. However the survey has highlighted a number of areas where there is room for improvement and we will aim to address these over the coming year,  and bring more details of what we will do to help improve the patient experience further.” 

Further information

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