Agenda item

The Care Quality Commission (CQC) National In patient survey 2010 results have been published for North West London Hospitals NHS Trust. When members considered the 2009 results and a report on the We Care programme, it was requested that the 2010 results be reported to the Health Partnerships Overview and Scrutiny Committee when they were available.

Fiona Wise introduced the report and explained that the 2010 patient survey results were based on a very small sample number, with 333 respondents representing 41% of survey forms distributed.  Members noted that the survey was not weighted in terms of ethnicity.  In terms of comparisons with other Health Trusts, Fiona Wise stated that although general observations could be made, the individual results of each Trust were private to that Trust.  The committee heard that although results were better than in previous years, there was room for further improvement and the Trust was committed to improving the patient experience.

During discussion by committee, Councillor Hunter commented on the need to make a concerted effort to improve in the three areas identified in the survey, these being nurses, care and treatment and operations and procedures.  She suggested it would be beneficial to look at how the best performing Trusts operated and use this to identify best practice methods.  Councillor Daly sought further reasons as to the relatively poor results for nurses and what action was being taken to address this, in particular on how to overcome barriers between nurses and patients.  She also enquired whether nurses were still routinely doing 12 hour shifts. 

Councillor Colwill asked for more information with regard to hospital cleanliness and whether positive comments could be included in the survey results.  Councillor Cheese asked what arrangements were available in terms of patients’ relatives, particularly when they received bad news and he suggested that staff should be available to direct them to an appropriate facility. 

The Chair enquired whether an improvement in patient survey results was anticipated for 2011.  She commented that standards may not be as high in certain respects for agency staff and she felt more work was needed in terms of staff loyalty to the Trust.  She noted that there would be a follow-up report in 12 months.

In reply to the issues raised, Fiona Wise began by explaining that specialist hospitals tended to perform better nationally in patient surveys and their results were helped by not having an Accident and Emergency unit.  She advised that the Trust sought to learn how to improve by considering how similar organisations that had made significant improvements operated.  Fiona Wise felt there was a reasonable chance that the 2011 patient survey results would indicate an improvement as the areas identified for improvement were being worked upon, however she warned that the format of the survey would remain the same.  The committee heard that agency nurses were more likely to be the subject of complaints with regard to customer care issues and they were being given customer care training.  Patients were also being encouraged to complete their surveys during their hospital experience so that better feedback could be received for staff to reflect on.  A patient charter had also been developed and a strategy had been agreed by the Board to improve staff interaction with patients.  It noted that all staff had the required professional training and qualifications, however agency staff faced additional challenges such as working in a new environment and needed time to get use to a particular hospital’s procedures.  It was noted that it was normal practice for nurses to work 12 hour shifts, however this was also the case with all other Trusts.  However, Fiona Wise agreed to provide information in respect of this through Andrew Davies.

Fiona Wise advised that the survey only briefly touched on hospital cleanliness as this was covered by other inspection processes, whilst Brent Local Involvement Network and the Care Quality Commission also undertook checks.  Whilst positive comments could not be inserted into the survey results, such observations could be reported to the committee.  Fiona Wise acknowledged that most hospitals did not have a private area for patients’ relatives, however there was a Bereavement Officer available to help in such matters.