Top for inpatient care
Northumbria Healthcare NHS Foundation Trust has been named top in the region and amongst the highest performing trusts in England when it comes to providing a top quality experience of care for patients who stay in hospital.
In NHS England’s 2013 Inpatient Survey, Northumbria Healthcare was ranked 13th in the country out of 157 trusts with only trusts providing specialist services ranked above.
This is the trust’s best result to date since measurement of patient experience began in 2002.
The inpatient survey is just one of the many ways that the trust, which is widely recognised as having one of the best patient experience programmes in the whole NHS, constantly gathers feedback from patients in order to continuously improve care.
Annie Laverty, director of patient experience at Northumbria Healthcare, said: “To be ranked as the best performing acute trust in the country is a fantastic achievement and a ringing endorsement of the care our teams provide to patients in our hospitals in Northumberland and North Tyneside.
“We are passionate about giving all our patients – whether they stay with us overnight, go home the same day or attend as an outpatient – the best possible experience and this result is credit to staff who work hard every day to deliver high quality, person-centred care. I would like to thank them all for their commitment.”
The national survey asks inpatients to rate their care based on five areas: access and waiting; safe high quality co-ordinated care; better information, more choice; building close relationships; and clean, comfortable, friendly place to be.
Northumbria Healthcare’s overall score was 82.7, well above the national average of 76.9. Across the country 62,000 patients took part in the survey.
In addition to national surveys, Northumbria Healthcare collects real-time patient feedback by talking to patients while they are still in hospital – this allows the trust to feed back immediately to the clinical teams within 24 hours and implement any necessary improvements.
Earlier this year, the trust triumphed for the fourth consecutive year at the Patient Experience Network national awards (PENNA) – the only dedicated awards for healthcare organisations actively working to continuously improve patient experience.
For following are comments from inpatients at Northumbria Healthcare:
“Absolutely spot on. I couldn’t complain about anything. The staff, the food, absolutely everything.”
“Super. I have been kept informed all the way along. Superb, absolutely excellent. Everybody works together well.”
“There is no comparison between this hospital and other hospitals I have been in. This is just excellent. The staff are so friendly here.”
“Top marks for everything, 100%. Everybody has been cheerful and helpful. I know people who have gone private and haven’t had as good care as I have had.”
“It has been absolutely first class. There is good teamwork. I wouldn’t want to go anywhere else.”