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LISTENING RESPONDING IMPROVING NGH responds to patient feedback


Naas General Hospital will again this year participate in the National Patient Experience Survey. Pictured at the Hospital this week for the launch of the 2019 survey were management and staff greeting Tracy Carroll from HIQA and June Boulger, HSE.

The annual survey — the largest of its kind in Ireland — offers patients the opportunity to share their experiences in hospital and tell us what improvements they believe are necessary. This provides a clear picture of the safety and quality of care in Irish hospitals, as seen through the eyes of patients.

An estimated 28,000 patients will be eligible to participate in this year’s survey — almost 600 in Kildare.


297 patients from Naas General Hospital took part in last year’s survey, a response rate of 51%. Overall, patients’ ratings of their experiences at Naas General Hospital were slightly above the national average. 85% of patients at Naas General Hospital said they had a ‘very good’ or ‘good’ experience, compared with 84% nationally. The survey found that, overall, people in Naas General Hospital were treated with respect and dignity and had confidence and trust in the hospital staff caring for them. Patients were also happy with their involvement in decisions about care and treatment

Patients gave positive responses in relation to the food they were given at mealtimes and the availability of assistance with their meals if required. They were also satisfied with the cleanliness of their room and ward.


According to Alice Kinsella, General Manager Naas General Hospital, “The Patient Experience Survey results have given us a clear insight into the patient’s experiences in our hospitals and assists us in understanding what matters to patients. It confirms for us the importance of working in partnership with our patients, families, their carers, our staff and communities. Even small changes can lead to improved patient safety and wellbeing, while staff report higher levels of job satisfaction.”

These 2018 findings are informing quality improvement initiatives for 2019/2020 at Naas General Hospital such as the introduction of our recently launched End PJ Paralysis campaign, Mealtimes Matter, improved discharge communication material and initiatives such as Hello My Name is and the Clinical Microsystems Programme. We hope that the 2019 survey will reflect improvements in this area, and look forward to our patient’s feedback again this year.”


These 2018 findings are informing quality improvement initiatives for 2019/2020 at Naas General Hospital including;

  • Hospital engagement with the Clinical Microsystems Programme in the Emergency Department which will continue to increase self awareness among staff, and to engage in continuous improvement in the department to provide an improved experience for patients, families and the care teams.
  • Hospital wide awareness highlighting the importance of giving time to patients to discuss their care and treatment was promoted across the hospital with emphasis on the Hello my name is campaign and health literacy
  • Introduction of a discharge leaflet with multidisciplinary input to address the issues raised by patients of not receiving written or printed information on discharge.
  • End PJ Paralysis Campaign lead by the Physiotherapy Department which has seen an increase of almost 40% of patients up and dressed in their own clothes and 80% of patients sitting out of bed by 12pm. This helps to empower patients, enable more timely discharges, reduce patient’s length of stay and enhance patient flow.
  • Mealtimes Matter launch by the Nutrition Steering Committee which aims to promote and maintain an environment that allows patients to enjoy their meals with appropriate assistance and minimal interruptions. To view a video detailing why protected mealtimes matter to the patients and staff of Naas General Hospital see video below:

Trevor O’Callaghan, Group CEO Dublin Midlands Hospital Group said, “The 2018 results of the National Patient Experience Survey reflect the values and principles outlined in our Hospital Group Strategy. I would like to commend all our hospitals on their individual results; they excelled in different areas. The results provide clear markers for improvement and this is very important and worthwhile work and it will take time for these improvements to be realised. I wish to thank staff for their commitment to improving our patient’s experience. We would again encourage our patients to participate in this year’s survey – your feedback is very important to us and provides us with important information on how we can continue to improve patient care and build on positive patient experience,” he concluded.

For further information on the National Patient Experience Survey visit www.patientexperience.ie or follow @NPESurvey @HSELive #patientexperience #listeningrespondingimproving

Picture Caption:

Photo 1: (L-R) James Brennan, Patient, Jane Lyons, Clinical Nurse Manager 1, Tracy O’Carroll, HIQA

Photo 2: (L-R) Dr Tariq Quadri, Clinical Director, NGH, Deirdre Holland, Quality, Risk & Patient Safety Manager, NGH, Sonia Shortt, DMHG HR Director, Tracy O’Carroll, HIQA, Brian Kearney, Operations Manager, NGH, Sandra Aitken, Patient Services Manager, NGH, Mairead Holland, Quality Co-ordinator, NGH, Bridget Lane, Assistant Director of Nursing, NGH

Photo 3: (L-R) Bridget Lane, Assistant Director of Nursing, NGH, Tracy O’Carroll, HIQA, Jane Lyons, Clinical Nurse Manager 1, Sharon O’Brien, Clerical Officer, Sonia Shortt, DMHG HR Director 

Photo 4: (L-R) Deirdre Holland, Quality, Risk & Patient Safety Manager, NGH, Gillian O’Loughlin, Dietitian Manager, NGH, Tracy O’Carroll, HIQA, Sonia Shortt, DMHG HR Director