How surveys can help improve healthcare services
Health services should be shaped by what matters most to patients and the public. The NHS patient survey programme enables the Care Quality Commission and others to build up a national picture of people's experience for comparisons of:
- performance of different organisations
- changes over time
- variations between different patient groups.
Since 2002 over 1.6 million patients have been reported on their recent experiences of NHS care. Before being included in each survey, questions are discussed and tested extensively with patients. They are developed in response to what patients say is important to them about their care and treatment.
Using survey feedback
Patients are asked specific factual questions about what happened to them during their recent healthcare experience. These 'reporting' style questions highlight where the problems are and what needs to be done to improve care.
Once the results are received, each healthcare organisation is encouraged to share and make use of the findings in order to improve their services locally.
Tools and resources
A number of useful guides and factsheets have been produced to help organisations analyse and interpret their data and act on the results. Click here to view and download these documents.
- Feeling better? Improving patient experience in hospital
- Using patient feedback: a practical toolkit
- Understanding what matters: A guide to using patient feedback to transform services
- Newsletter: Service Pledge Tools: Making Patient Engagement a Reality.
- Involving the local community to improve communication for patients with special needs
- Newsletter: Pain Management
- Newsletter: Improving Cultural Awareness
- Newsletter: Benefits of Patient Involvement
- Newsletter: Catering Services
- Newsletter: PCT survey findings and suggestions
- Newsletter: Information and communication on the process of care
- Newsletter: Respect, Privacy and Dignity
- Newsletter: Listening to Patients' Views
- Newsletter: Acute Trusts
- Newsletter: Improving Information & Communication within the Emergency Department
- Newsletter:Improving the Emergency Department Experience
- Improving the experience of healthcare screening for patients with learning disabilities
- Stroke Care: The National Picture