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Monday, 01 September 2014

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Hospital trust draws up action plan in wake of latest survey

A HOSPITAL trust has pledged to improve the way it deals with complaints and overall patient experiences.

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Furness General Hospital

The move comes after health watchdog the Care Quality Commission released the findings of an in-patient survey among hospitals across the UK.

The University Hospitals of Morecambe Bay NHS Foundation Trust was graded above the national average in 12 out of 14 categories but overall was rated “about the same”.

However, the way complaints are dealt with scored just 1.3 out of 10.

Trust bosses say the survey shows great progress compared to two years ago but there are still a number of areas identified as needing improvement – including complaints and the patients’ overall view and experience of the hospitals – which include Furness General Hospital in Barrow.

Improvements were shown in the waiting times in the emergency departments, the cleanliness both in hospital rooms and in toilets, the explanation to patients of results following surgery, and in the hospital discharge process.

Mary Aubrey, director of governance at UHMBT, said: “We will now study the results of this survey in detail and produce an action plan to address those areas our patients have identified require further improvement.

“While we know that we can always do more it is gratifying that the improvements we have made so far have been demonstrated in the results of this survey. It is pleasing to know our response rate was slightly above the national average, and that we showed significantly better results than the national average in 12 of the questions asked. We will continue the board’s priority of ensuring that high-quality clinical care continues to be provided to all our patients across the Trust.”

Sue Smith, executive chief nurse at the trust, said: “The patient survey results do take some time to be reported back to us at trust level – and we did not want to wait for these results before making changes.

“The trust board wanted to ensure it receives regular feedback on how patients feel about their treatment.

“We have a regular patient story featured at our public board meetings, and receive regular updates on the results of our Family and Friends tests.”

Have your say

I know of a child due to have an operation tomorrow which has now been cancelled.The hospital were aware that the child was very nervous and that the parents had been working hard to prepare them for going in. Despite this, they were informed of the cancellation today with no explanation and by letter! Surely a phone call could have been made yesterday? It seems there is still a huge communication issue and also a worrying staff shortage issue as it was discovered that the operation was cancelled due to lack of Aneasthetits

Posted by L C on 9 April 2014 at 22:11

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