Transcript Survey Results - Croydon Health Services NHS Trust

National Adult Inpatient Survey 2012
Presentation of survey results
May 2013
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Background and Context
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The CQC has published the results of the tenth survey of adult inpatients,
which includes findings of 156 acute and specialist NHS trusts in England.
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Patients over 16 years of age, who spent at least one night in hospital, are
eligible for inclusion in the survey.
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Croydon Health Services sampled patients in hospital in July and August
2012, achieving a response rate of 49%, which is slightly lower than the
national response rate of 51%.
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A total of 405 out of 850 patients sampled submitted responses.
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More females than males returned questionnaires than the national rate,
Other demographic variations from the national picture include greater
ethnic diversity, and more younger respondents.
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What was good about your experience?
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What can be improved?
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Overall survey performance
• CHS worse than other Trusts on 38 questions, of
which:
• CHS worst Trust in England on 22 questions.
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Leaving the hospital – discharge processes
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Leaving the hospital – discharge processes
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Questions significantly improved since 2011 survey
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Questions significantly worsened since 2011 survey
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Next Steps
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Key Areas of Focus for Improvement
1. How clean was the room or ward that you were in?
Patient Comments:
Staff were rude and the ward was filthy, especially the floors.
I think senior staff should ensure the correct cleaning is being carried out, both
of the hospital equipment e.g. beds, lockers and chairs, and the floors, toilets
and shower areas, leaving this to the cleaner does not work. She signed to say
she had cleaned it, but had not.
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Key Areas of Focus for Improvement
2. When you had important questions from a nurse did you get answers
you could understand?
Patient Comments:
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Key Areas of Focus for Improvement
3. How much information about your condition or treatment was given to
you?
Patient comments:
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Key Areas of Focus for Improvement
4. Do you think the hospital staff did everything they could to help control
your pain?
Patient Comments:
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Key Areas of Focus for Improvement
5. Discharge planning in general
Patient comments:
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On discharge I was prescribed one type of drug, only later to be told by the
surgeon that I should not take it owing to potential side-effects.
The ward sister's discharge arrangements were based totally on freeing up
beds. I was sent home without a discharge letter and without medications. I was
told to phone the ward to find out when these would be ready for collection.
Gave up after phoning twice a day, for three days.
I was given the discharge medication and letter for another patient.
On the day of discharge the wrong medication with discharge letter received on
the ward. I had to travel back to the ward next day to collect them.
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Discussion questions
Think about “systems” that provide these aspects of care
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5.
6.
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Is it important?
Is it acceptable?
Who needs to know?
What can be done quickly?
What can be done by July?
What needs to be done by next July?