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Measuring patient satisfaction: the trauma experience Hot

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Area Classification

Acute / Hospital Care

Briefly describe what it is

A simple postal questionnaire was designed by clinicians, (March 2005). Information from this questionnaire identified those fundamentals of care deemed lacking by service users, namely, communication, standards of care, environment, food and nutrition. Distribution, collation, analysis and feedback are all carried out at ward level. Monthly feedback sessions with staff were instrumental in generating action plans and formal bi annual reports have enabled comparative trend analysis over the past five years. Response rates have been consistently over 50% providing us with robust evidence to support development and quality initiatives.

Were there any key things that you had to do to make it happen?

Develop and pilot the questionnaire for our specific patient population, set up a database and acquire data analysis skills. Sign up to the project by senior nurses was crucial, housekeepers were enlisted for distribution, thereby eradicating bias, and a lead project nurse was identified.

Describe (and provide evidence) of the impact on quality of care

94.2% of patients were always or mostly satisfied with care provision overall. 94% were always or mostly satisfied with communication, 95% were always or mostly satisfied with the environment, 94% were always or mostly satisfied with standards of care and 75% with food and nutrition, (dissatisfaction: catering not feeding).

Describe (and provide evidence) of the impact on patient (or staff) experience

As the quality of care is now measured by patient experience as well as patient safety and clinical effectiveness, this questionnare, given to all patients and/or relatives on discharge allows our service users to give us valuable feedback, which when shared with staff creates the impetus for change.

Describe (and provide evidence) of the impact on reducing cost

This level of satisfaction has been consistent over the past five years in the tertiary referral trauma unit of a university teaching hospital using a nursing skill mix of 60:40. This ratio is below the national benchmark for the speciality advocated by Prof. Keith Hurst. Value for money!

Keywords / Tags

Patient experience, satisfaction, value for money

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