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Patients highly rate Derby Hospitals outpatients service

14 February 2012

Outpatient services at Derby Hospitals NHS Foundation Trust have been ranked in the top 20% in the country in 29 out of 41 categories, according to an independent patient survey published today (14 February).  

The Care Quality Commission’s national NHS Outpatients Survey looks at topics including what happens before and after the appointment, waiting times, the hospital environment, tests and treatment and staff attitudes.

Derby Hospitals – which operates the Royal Derby Hospital and the London Road Community Hospital – also doesn’t score in the bottom 20% in any of the 41 categories.

Derby Hospitals scored in the top 20% for overall experience on being treated with privacy and dignity and on care received. The Trust was also rated in the top 20% for involving patients in decisions about their care and treatment.

Patients rated their outpatient experience particularly highly on cleanliness – with scores of 94/100 (not a percentage) for general cleanliness and 92/100 for the cleanliness of the toilets.

The Trust rated in the top 20% across all areas of tests and treatment – patients said that members of staff clearly explained why tests were needed and the risks and benefits, said when results would be available and clearly explained results of tests.

Sarah Mycroft, staff nurse in outpatients, said: “We have outpatient services across a range of specialities at the Trust, and in every area we aim to put patients at the heart of what we do. We work hard to provide a good service for patients, and the positive results in this survey is reward for the efforts we make.

“Patients have been surveyed on topics before, during and after the actual appointment itself, and it is especially good to see that we’re getting it right for the vast majority of patients from beginning to end.”

The survey involved 163 acute and specialist NHS trusts and included adult patients attending between June and October 2011. Derby Hospitals saw a response rate of 58%, with 70% (341 patients) of respondents having attended before, and 30% (145) attending their first outpatient appointment.

Kerry Pape, assistant director of nursing at Derby Hospitals, said: “These results show that we are generally getting things right for people who are attending hospital as an outpatient, which we are very pleased about.

“What our patients think is vitally important – they are in the best position to tell us what is good and not so good about the services we provide. We value their opinions, which help us in our efforts to continuously improve our services.”

Click here to read the full breakdown: http://www.cqc.org.uk/public/news/outpatient-survey-2011