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Executive Summary

On Tuesday 30^th November 2010, a patient satisfaction survey was distributed to in-patient ward areas, the Emergency Department and several day wards / clinics. Patients were asked a number of questions rating their clinical care, communication, environment and facilities, catering and their overall satisfaction rating with their care/treatment. Of the 569 patients that were available on the day of survey, 420 patients were identified as capable of completing survey and of these 275 responded giving a 65.5% response rate.

 Results

The results were analysed and compared to the previous survey carried out in February 2010. While the results reflected many improvements, there were still valid comments reflected in the survey that need to be addressed to further improve the services provided to patients and their families.  Some key points and examples of results are detailed below:

·  Satisfaction with care from all staff was rated at 84% (excellent / good)

·   Nearly three quarters (73.5%) of patients stated that they were given an opportunity to participate in their care plans (66% in February 2010)

·   Seventy five percent rated verbal and written communication as “very easy” or “easy” to understand, an improvement of 10% since the last survey

·   Slightly less reported having all tests and procedures explained to them (86.5% in November compared with 90% in February)

·   Only 8.4% of patients reported asking their healthcare professional if they washed their hands

·   The overall satisfaction rate with care/treatment was 96.8%

In addition to specific questions patients were asked to make comments and suggestions in relation to how services could be improved. The general themes remained unchanged but following upgrade works on many wards there were less negative comments in relation to facilities. Other themes were an improvement in staffing levels and catering services, provision of headphones for televisions and improvements in bathroom and toilet facilities. Many comments were also received about the price of shops, cafes and parking.

Next Steps

1.     The results of this survey will be communicated to staff and individual wards and departments to discuss results  specific to their areas

2.      The findings will be communicated to patients via the hospital website and patient notice board

3.       An action plan will be drafted to address outstanding issues

4.       Surveys will be planned for day and out-patient areas in 2011

If you have any queries in relation to this survey or the results please do not hesitate to contact the Quality, Risk and Consumer Affairs Department on (01) 221 3581/ (01) 221 5031.