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Public perception of NHS high in Northumberland and North Tyneside

Friday, 08 March, 2019
Public perception of NHS high in Northumberland and North Tyneside

Northumbria Healthcare NHS Foundation Trust scores 85% public satisfaction for its services – up 4% since 2016 – outstripping national score of 53%

The public in Northumberland and North Tyneside awarded their local NHS Trust top marks for ‘overall satisfaction’ in independent research released today. The survey – conducted by Explain market research – was made up of a statistically representative sample from across the area in October 2018.

The result is significantly better than the wider national picture, where overall public satisfaction with the NHS has fallen its lowest level since 2007 (53%).

Beyond the headline figure – which placed the trust in a comparable position to John Lewis or Amazon – the trust also enjoyed an increase in the number of people who felt that service provision had improved in the last five years. Personal experience, staff and short waiting times were among the most commonly cited reasons.

In particular, the Northumbria hospital was felt to perform well in delivering short waits for patients; in part due to new ways of working developed by frontline staff which enables patients to be seen by senior clinicians earlier in their care ‘journey’.

Northumbria Healthcare chief executive officer Sir James Mackey said:

“There is no doubt that these are tough results for the NHS nationally and that isn’t something anyone should or will be taking lightly. However, I am delighted that – thanks to advanced planning, a willingness to adapt to new technologies/ ways of working and the on-going efforts of our staff – Northumbria Healthcare continues to enjoy the support of the public it serves.

“I am especially pleased that – in spite of a hard winter and busy summer – our score has actually increased this year; rising to a near record high.”

The trust undertakes independent research every year (since 2012) to help inform and shape its governance and decision making.

Sir James continued:

“We take our commitment to work with our local communities and stakeholders very seriously and so use their feedback to directly inform policy and decision making.

“For instance, many people cite the distance they need to travel to receive care. We cover some of the most rural areas in the country but we are still determined to mitigate it where possible and safe to do so. In this case, it directly informed decisions to invest in new technologies such as telemedicine and is continuing to influence our wider strategy for delivering more care out of hospital and within the community.

“We know there is more to do – especially in areas (for example) such as North Northumberland where we are very excited about the benefits investment in healthcare will bring across the Berwick area– but we have made a good start.

“Moving forward we will look to deepen our – already unmatched – links with community and social services; fully bridging the gap between hospital and home and bring care as close as possible to the patient.”


Notes to editor:

A summary of the report, its methodology and key findings is available on request.

Media contact:

Elliot Nichols

0191 203 1512 / 07966 490736