1. Inpatient Survey 2008 Joy Wilk AD Clinical Governance June 2009 Appendix 4

2. “I wish the press would say something good for a change” “Hospital always gets a bad deal”

3. Some nurses were very friendly Generally a good hospital Caring disposition of some nurses Staff fairly good tempered Mostly all staff good Some nurses were very nice Doctors and nurses were fairly cheerful Some staff very good One nurse introduced herself I was treated fairly well Most people were kind and helpful

4. The kindness of staff left me in a happier frame of mind and feeling physically better

5. The scores range across the 20% of Trusts with the lowest scores grouped in the red bar, the middle 60% of Trusts in the amber bar and the 20% of Trusts with the highest scores in the green bar  Admission to Hospital  The Hospital and Ward  Doctors  Nurses  Care and treatment  Operations and Treatment  Leaving hospital  Overall Inpatient Survey Results The results cover eight areas: -

6. What matters most to patients ?  Being treated with respect  Having their dignity maintained  Being given information  Being involved in decision making  Being listened to  Empathy & patience

7. How can we do better ? This sample of questions show how a small number of positive responses (next to each question) would have tipped the score for that question from red to amber:-  Somewhere to keep personal belongings (2)  Information about condition or treatment given (2)  Call button – how long to get help (1)  Enough privacy when discussing condition or treatment (2)  Explain how the operation had gone (3)  Treated with respect & dignity (5)  Confidence & trust……..Nurses (5) Doctors (4)  Talk in front of you as if you were not there….. Nurses (8) Doctors (6)  Everything to help with pain control (5)

8. What patients say  Waiting for discharge medication-  Could TTAs be arrange a bit earlier  Told I was to be discharged on Friday had to stay until Monday because of delay in getting drugs  Delayed discharge waited from 10:00am to 7:00 pm for medicines  Waited 7 hours prior to operation  Waiting to go home – discharge takes so long  An inpatient on two occasions – both times I had a 4 hour wait for discharge - felt I wasn’t a priority as I was to be discharged  Waiting for a bed on a ward It’s a small thing but would have left me with a better overall view of the hospital

9. What patients say  Don’t tell the whole ward what my illness is  Made me feel I was inconvenient  Waiting in a public place for an X-ray wearing hospital gown  Hospital gowns extremely embarrassing to wear  When I moved wards my clothes were not taken from my locker I lost all my nightclothes  No one seemed interested in how I was  Did not respond or acknowledge what I said  Woken early but no breakfast until 9:30  Prior to my operation I was given a razor and told to shave myself in areas to be operated on – I am 79 and cut myself badly It’s a small thing but would have left me with a better overall view of the hospital

10. What patients say It’s a small thing but would have left me with a better overall view of the hospital  I had several examinations from different people asking me the same questions repeatedly  Staff seem to think giving information was always someone else’s role  Staff seemed not to know what was happening next and looked for more leadership  Communication between doctors and nurses  Need to give clear information  I had to explain my condition to several doctors / nurses who all gave me slightly different information – this made me feel even more insecure

11. Making progress  In the 2008 National Inpatient Survey improvements made included :-  Privacy when being examined in A & E  Hospital food  Nurses on duty  Risk and benefits being explained  Asked about the quality of care  Opportunity to talk to a doctor  An explanation of what would happen during a procedure  Medicines explained in way which could be understood  Family or someone close to the patient receiving all the information needed information needed In addition there were improvements in the scores of over 30 questions but the latest survey tells us more work is needed In addition there were improvements in the scores of over 30 questions but the latest survey tells us more work is needed