Major survey reveals ‘best and worst’ A&Es for patient satisfaction

On a scale of one to 10, the regulator found 33 per cent of patients scored their overall experience as 10, compared to 29 per cent in 2018. Eighty-eight per cent of patients scored their care at six or higher, compared to 85 per cent three years ago.

However, overall satisfaction levels declined at around 20 providers. HSJ has analysed the findings for type 1 emergency departments and listed the best and worst performers below.

The survey was conducted in September last year – when attendances were down at around 87 per cent or pre-covid levels, due to the impact of the virus and government lockdown measures.

Only a small number of trusts had substantial numbers of covid patients during the survey period, so this does not appear to have significantly skewed the results. 

Ted Baker, CQC’s chief inspector of hospitals, said: “This year’s survey shows some encouraging improvements with trust and confidence in clinicians, perceptions of cleanliness and overall experience all performing better than in previous years…

“However, the scope for further improvement remains. Access to emotional support, help with pain relief and information provided at discharge were all areas where some people surveyed were less positive.”

Top 10

Bottom 10

_{^{* Notes trust’s covid occupancy was more than 2 per cent on average during September 2020}}

Most improved

_{^{* Notes trust’s covid occupancy was more than 2 per cent on average during September 2020}}

Most deteriorated

HSJ approached the bottom 10 and most deteriorated trusts for comment.

Nigel Lee, chief operating officer of Shrewsbury and Telford Hospital Trust, said the trust has since made major investments in urgent and emergency care provision, including the opening of a new same-day emergency care centre, and a £9.3m expansion and upgrade of the emergency department at the Royal Shrewsbury Hospital.

Doncaster and Bassetlaw Teaching Hospitals has also begun £1.8m of building works at Doncaster Royal Infirmary’s emergency department to improve patient pathways and assessment areas. But David Purdue, chief nurse, said: “Unfortunately, as the realities of covid-19 hit, and arrangements around social distancing and other infection prevention and control precautions were put in place, despite our best efforts, this did negatively impact upon the experience of patients and we are sorry that this has been the case.

“While it is very disappointing that we have seen this decline in our scores, we will listen to the experiences of our patients and we are continuing to work hard to make improvements as quickly as possible.”

Paula Shobbrook, chief nursing officer at University Hospitals Dorset, said: “Emergency services provided at Poole Hospital are well regarded, performing significantly better than the national average in two areas, according to today’s report. In every other area, Poole Hospital’s emergency care was rated as ‘about the same’ as other trusts, with no area evaluated as performing worse than other trusts.”

Garry Perry, associate director of patient relations and experience at Walsall Healthcare Trust, said: “It is encouraging that despite the clear pressure of the pandemic there are signs that the Emergency Department has shown some improvement when benchmarked against other trusts. 

“With our multi-million-pound emergency department new build under way and investment in staff recruitment, there is a renewed focus on addressing underperforming areas and striving to do all we can to give the best possible patient experience.”

Richard Jenkins, Interim Chief Executive of The Rotherham Foundation Trust, said: “We are disappointed with the results of the urgent and emergency survey. We have taken the findings on board and are working to improve patients’ experiences in our department.”