Listening and Learning: the Ombudsman’s review of complaint handling by the NHS in England covers the first full year of the new complaint handling system for the NHS, and includes previously unpublished data about the number and type of complaints received by the Ombudsman in 2009-10 for every trust and SHA in England. 44% of complaints were received about hospital, specialist and teaching trusts 63% of them were upheld or partly upheld The two most common reasons for the complaints were failings in clinical care and treatment and the attitude of staff.
Compare hospitals in and around Lincolnshire
NHS Choices allows patients to compare hospitals by area or by postcode, on hospital performance including the number of patient safety incidents, mortality ratios, quality of the environment, as well as patient and staff survey results. Patient ratings show that whilst only 18 out of 45patients would recommend Pilgrim Hospital, 14 out of 15 would recommend the Boston NHS Treatment Centre.
Dr. Foster’s Hospital Guide 2010
In the latest hospital guide from Dr Foster’s, a new patient experience index was reported upon (see p. 34-35). This index rates all Trusts on how well they provide a positive experience for patients. For details results, see the ULHT entry in dataset spreadsheet, row 131.
Listen to patients, speak up for change
This report from The Patients’ Association is a collection of 17 first-hand accounts of hospital care of older patients from across the NHS. They highlight serious failings in standards of nursing care, poor communication with relatives and an ineffective complaints handling system.
Patient Opinion
Find out the opinions of the care received by patients treated at ULHT hospitals:
Grantham Lincoln Louth Pilgrim
NICE Patient Experience Quality Standards
For future reference. NICE are developing guidance and Quality Standards for Patient Experience in the NHS. No details are currently available.
NHS Institute’s Patient Experience Network
Look at the NHS Institute’s Patient Experience Network (PEN) website. It includes a section on measuring patient experience:
Presentation on Measurement for Improvement
Measures checklist
Measurement templates: Improve patient perceptions; More responsive and efficient services; Staff morale, satisfaction and motivations; Turning PE data into actions
See also the High Impact Actions for Improving Patient Experience Case Studies, Experience Case Studies Directory and How to transform your patient experience sections.
Clinical and service integration: The route to improved outcomes
This new report from The King’s Fund tries to answer the question, ‘Does integration of care act as a barrier to choice and competition?’ Integration involves either providers, or providers and commissioners, working together to deliver better patient outcomes. This report outlines examples of integrated care in North America and Europe for particular groups, such as older people or patients with long-term conditions and focuses on examples that are most relevant to the NHS in England in the context of the coalition government's programme.
This bulletin is brought to you by Library and Knowledge Services. It aims to keep you up-to-date with clinical governance issues. At the beginning of each month, a librarian will update the bulletin with relevant information published in the preceding month. If there are areas you think we also need to cover, please let us know.
