A national survey has highlighted patients’ positive experiences at Emergency Departments (EDs) run by University Hospitals of Morecambe Bay NHS Foundation Trust (UHMBT).
People who were treated at the Emergency Departments at the Royal Lancaster Infirmary (RLI) and Furness General Hospital (FGH) in Barrow were asked for their feedback as part of the national Urgent and Emergency Care Survey 2024 run by Picker. It was conducted from 18 April and 18 July 2024 and 306 responses were received from UHMBT patients.
The 55 patient experience questions were scored on a scale from 0 to 10. In total, 93% of patients at UHMBT said they had confidence and trust in the doctors and nurses, 93% said doctors and nurses listened to them, 92% understood the explanation by the doctor or nurse of their condition and treatment, 92% of patients said they were treated with respect and dignity and the Trust scored 67% for overall patient experience.
UHMBT’s most improved scores were as follows:
- Understood the explanation by the doctor or nurse of condition and treatment - 92% in 2024 compared to 88% in 2022 (question 18)
- Told who to contact if worried - 80% in 2024 compared to 74% in 2022 (question 39)
- Able to get food and drink while in A&E - 79% in 2024 compared to 69% in 2022 (question 32).
UHMBT’s top 5 scores versus the Picker average were:
- Able to get food and drink while in A&E - 79% at UHMBT compared to the 76% Picker average (question 32)
- After first assessment, told what would happen next by nurse or doctor - 96% at UHMBT compared to 93% Picker average (question 12)
- Informed of waiting time for examination or treatment - 28% at UHMBT compared to 26% average (question 13)
- Understood the information given to care for condition - 99% at UHMBT compared to 98% average (question 37)
- Staff discussed potential further care - 72% at UHMBT compared to 71% average (question 40).
The Trust’s most declined scores were:
- Overall A&E experience - 67% in 2024 compared to 75% in 2022 (question 43)
- Understood why tests were needed - 88% in 2024 compared to 95% in 2022 (question 28)
- Treated with respect and dignity - 92% in 2024 compared to 96% in 2022 (question 42)
- Enough privacy when discussing condition with receptionist - 84% in 2024 compared to 88% in 2022 (question 10)
- Doctor or nurse discussed anxieties or fears about condition or treatment - 74% in 2024 compared to 78% in 2022 (question 20).
UHMBT’s response rate for the survey was 33% - that’s 3% higher than the national average of 30%.
The Urgent and Emergency Care Survey is run on behalf of the Care Quality Commission (CQC) every two years and all eligible organisations in England are required to take part.
Miss Jane McNicholas, Chief Medical Officer, UHMBT, said: “We are very grateful to our patients for sharing their feedback with us. The 2024 survey results clearly show where we are doing well and where we need to improve.
“We will use this feedback to ensure positive contributions to patient experience are understood and maintained, and that plans for improvement are implemented and sustained. There is much work still to do, and we are committed to putting patients at the centre of everything we do and improving care, treatment and experience for all.”
A separate survey was conducted among attendees of the Trust’s Urgent Care Centres which scored 90% overall for patient experience. They also scored 99% for being treated with respect and dignity.
UHMBT’s recently launched Clinical Strategy – Patient First - sets out the Trust’s vision to deliver compassionate care and the best results for the people of Morecambe Bay. Development of the clinical strategy has been informed by an assessment of the performance of services in relation to quality and safety outcomes, demographic and disease forecasts, patient experience, workforce, and financial and clinical sustainability. The survey results will enable UHMBT to further develop and implement the Patient First Clinical Strategy.
UHMBT also has a Patient Experience, Carer involvement and Volunteering Enabling Strategy that lays out the Trust’s commitment to recognise patients, their families and carers as partners in health and care.
In addition to this, the main UHMBT Trust Strategy is focused on improving the quality of services for everyone who uses them.
For more information, and to read the survey results in full, visit the CQC website.