National Patient Experience Survey 2018: Naas General Hospital Working To Improve Patient Experience

LISTENING RESPONDING IMPROVING

Naas General Hospital will again this year participate in the National Patient Experience Survey. Pictured at the Hospital recently were groups of staff representing Management, Nursing, Catering and Pharmacy, Ahead of the 2018 survey the Hospital staff, across all areas and disciplines, are making the commitment, ‘We are Listening, Responding and Improving’ Patient Experience.

The Hospital is now making plans to support the rollout of the 2018 survey while working on implementing improvement plans across the system.

The 2018 survey is part of a broader programme to help improve the quality and safety of healthcare services provided to patients in Ireland. The survey aims to understand how patients interact with the healthcare system and how they experience this process. It will help Hospitals establish what is working well in our hospitals and what needs to be improved.

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 happy with the cleanliness of wards and bathrooms.

Patients gave positive responses in relation to the food they were given at mealtimes, and the availability of assistance with their meals if required. Positive feedback was also received as regards the confidence and trust patients had in the staff treating them.

Commenting Deirdre Holland, Quality & Patient Safety Manager at Naas General Hospital said, “The results of the 2017 survey provided us with a rich source of information to help improve hospital care. We used the results to develop quality improvement plans, which outlined how patients’ priorities are being addressed.”

A number of areas for improvement were identified and these included; waiting times in the emergency department, communications around diagnosis and test results and the patient discharge and transfer process.

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 2017 findings are informing quality improvement initiatives for 2018/2019 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 in 2017
    • Effective Ward Round Communications Programme is being introduced to improve the effectiveness of communication between doctors and their patients
    • An electronic discharge medication prescription has been introduced to improve communication between the Hospital, GP and community pharmacist, and to reduce the risk of medication errors for patients.
    • Continuing the implementation of Programmes in Caring Behaviours Assurance System Ireland which aims to assure the delivery of save care to patients at the point of care.

Trevor O’Callaghan, Group CEO Dublin Midlands Hospital Group said, “The 2017 results of the National Patient Experience Survey reflect the values and principles outlined in our first Hospital Group Strategy: Patients will be treated with respect and dignity at all times’ and we will ‘Build trust with our patients through openness and transparency’. 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.

Our hospitals have been very busy this year and staff have responded admirably to the increased demand. 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 who 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

Naas General Hospital 3
The catering team at Naas General Hospital with representatives of the Naas General Hospital Management Team.
Naas General Hospital 2
(L-R) Nithymol Jose, Anne Murphy, Jaimol David, Deirdre Holland, Deirdre Meagher, Alice Kinsella, Mini Thomas, Elaine Smith.
Last updated on: 17 / 04 / 2018