Even More Patients Invited to Share Their Hospital Experience
7 July 2009
Even more patients at West Suffolk Hospital are being invited to have their say and share their views on the care they have received as part of a continual drive to ensure everyone has the best possible experience when using the hospital.
Outpatients using short stay areas such as A&E, day surgery and the emergency admissions unit are being invited to feedback their opinions about the hospital using 12 special handheld electronic devices.
They are being asked five questions relating to cleanliness, privacy and dignity and staff attitudes and behaviour. In addition, they are being asked if they would recommend the hospital to friends or family, along with specific questions depending on which department they are using. Outpatients and those using A&E are being asked about waiting times, while inpatients are surveyed on whether they have received a care and treatment plan.
The devices have been introduced to help make sure patients visiting the hospital for a short period can share their views. They come in addition to a range of measures aimed at gathering feedback from longer stay patients, such as paper copy questionnaires, electronic surveys on the bedside television systems and face-to-face contact with matrons on ward rounds.
They will be available initially for a year. The data they collect will be monitored on a weekly basis and broken down by specific department, so that any issues which are identified can quickly be addressed.
"One of our key priorities is to improve the experience which all of our patients have when they come into hospital," said Nichole Day, executive chief nurse.
"These new handheld devices are another important tool in helping us to identify where we are doing well, as well as highlighting areas where we could do better. They will also help us to target patients who otherwise may not find it as easy to pass on their comments.
"In addition, we will be able to download the information given to us through the devices extremely quickly, which will be hugely beneficial as it means we can act on any issues which arise immediately.
"This extra feedback will also form an important part of our ongoing 'Patients First' initiative, which aims to ensure every single patient using the hospital has the best possible experience.
"We are constantly striving to improve the service we offer and would encourage anyone coming into the hospital to fill in a questionnaire and help us do just that."