Patient experience and satisfaction

Patients have told us that a good patient experience means: 

  • being treated with honesty, compassion, respect and dignity;
  • being communicated with and listened to as an equal;
  • having the right information at the right time to enable the right choices to be made;
  • consistently receiving good care in a supportive, clinically effective and safe environment and delivered in a confident and reassuring way.

Our patients' views are extremely important to us. We encourage our patients to tell us about their experiences and provide many different ways to do this, including using our online feedback form. Feedback is shared with the appropriate departments so that we can take action to improve our patients' experiences.

As well as seeking ad hoc patient feedback, we participate in regular surveys to find out what our patients are saying about our services. This includes a national annual inpatient survey and monthly local inpatient surveys, and national assessments such as PEAT scores and the Care Quality Commission assessment. We also carry out snapshot surveys from time to time on specific issues.

We regularly review, report and act upon all these sources of information, as part of our patient inprovement framework and patient experience strategy.

Our current priorities for patient experience are:

  • Nutrition
  • Communication and customer care
  • Admission and discharge
  • End of life care
  • Safeguarding adults and children