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Naas General Hospital, National Patient Experience Survey 2018

85% of patients report positive experience at Naas General Hospital in National Patient Experience Survey 2018


26th November 2018: The findings of the 2nd National Patient Experience Survey, published today, again highlight positive patient experiences across the Dublin Midlands Hospital Group, showing above average positive findings for the Group as a whole in many areas.

Management at Naas General Hospital (NGH) welcomed the results of the survey noting that the majority of patients at the hospital reported positive experiences in hospital. 85% of participants said they had ‘good’ or ‘very good’ overall experiences, compared with 84% nationally.

Several areas of good experience were identified, for example, the majority of patients felt involved in their care and treatment and expressed confidence and trust in the hospital staff treating them.

Some of the areas highlighted in the survey for improvement included communication with doctors and length of time for patients to discuss care and treatment with a doctor.

Key findings:

Areas of good experience:

  • 84% said that they were always treated with respect and dignity in the hospital
  • 83% said that they always had confidence and trust in the hospital staff treating them
  • 65% said that they were definitely involved as much as they wanted to be in the decisions about their care and treatment

Areas needing improvement:

  • 49% said that they could not find, or only to some extent found, a member of staff to talk to
  • 42% said that they did not feel, or only to some extent felt, that they had enough time to discuss their care and treatment with a doctor
  • 40% said that they did not receive, or only sometimes received, answers they could understand

Alice Kinsella, General Manager, Naas General Hospital commented:“The staff of Naas General Hospital today welcome the results of the National Patient Experience Survey and we are very happy with the overall result. Most patients had confidence and trust in the hospital staff treating them, and felt that they were treated with respect and dignity while in the hospital and we received significantly higher ratings of care on the ward than the national average.

We know that there are a number of areas where we can improve. The Hospital’s Unscheduled Care Working Group, chaired by the newly appointed Operations Manager, will continue to work with front-line staff to improve patient experience times for patients attending our Emergency Department and to ensure care is delivered within an agreed evidence based clinical model of care. To improve communication with patients on discharge, the hospital will develop patient information booklets providing information addressing patient’s needs after they leave hospital.

Many of the comments from patients in the report acknowledged the care and support provided to them by our staff and I am delighted to see the great care provided at NGH acknowledged.

We would like to thank all the patients who took part in the survey and the staff who encouraged and facilitated it. The findings of the 2018 survey will be used to help Naas General Hospital improve the experiences of patients in the hospital, continuing the good work done in response to the 2017 survey.”

Commenting on the results, Trevor O’Callaghan, Chief Executive Officer of the Dublin Midlands Hospital Group said,“On behalf of the Dublin Midlands Hospital Group I welcome the results of the 2018 National Patient Experience Survey. This is the second national survey and the results are very encouraging. The overall response rate for the hospital group improved in 2018. The majority of patients who participated in the survey (97%) felt they were treated with dignity and respect and they (98%) had confidence and trust in our staff, this is very good news. I wish to sincerely thank the patients who willingly gave of their time to provide feedback in relation to the services we provide. This feedback is very valuable and helps us to learn what is important to patients and what changes are required to improve our patient’s experience of our services. Dublin Midlands Hospital Group is committed to providing high quality health care and will continue to work in partnership with patients and staff to improve services.”


For further information contact:
Fiona Burke, Communications and Digital Officer, Dublin Midlands Hospital Group
Email: fiona.burke3@hse.
Phone: 076 6959322 / 087 382 8195

 Note to editors:

297 patients from Naas General Hospital took part in the survey, a response rate of 51%

The full reports can viewed here https://www.patientexperience.ie/

The National Patient Experience Survey is a nationwide survey that offers patients the opportunity to describe their experiences of public acute healthcare in Ireland. The survey is a partnership between the Health Information and Quality Authority (HIQA), the Health Service Executive (HSE) and the Department of Health. The survey was conducted for the first time in 2017 and repeated in 2018.

Nationally, 26,752 people were invited to participate in the second National Patient Experience Survey. In total, 13,404 completed the survey, resulting in a response rate of over 50%.

The aim of the survey is to find out about patients’ experiences in public acute hospitals and to use their feedback to identify areas of good experience, and areas needing improvement. The HSE responded to the 2017 survey results by producing detailed quality improvement plans at national, hospital group and hospital levels. The implementation of these plans is coordinated by an oversight group, and a wide range of initiatives have already been introduced across Ireland’s public acute hospitals. Some examples of these initiatives can be seen at www.patientexperience.ie/improvements-in-care/