Kingston Hospital shows big improvements for patients visiting Emergency Department

Tuesday 17 October 2017

Kingston Hospital NHS Foundation Trust has announced the results of its latest National Emergency Department survey, and is pleased to report that significant improvements have been made since the previous survey in 2014. The survey, conducted by Picker, was carried out in April 2017 and received over 300 responses from Emergency Department patients, giving the Trust a response rate of 26%, which equals the national average.

The patients were asked a total of 35 questions, and the results show that the Trust has made significant improvements on nine of these since 2014. The biggest improvement was seen for question 24, which asked the patient if they were reassured by staff when they were distressed. In 2014, 58% of respondents said they were ‘not reassured by staff if distressed’, but this has fallen to 39% in the 2016 survey – an improvement of 19%.

Another significant improvement was the decrease in patients saying that ED staff talked to each other about patients as if they weren’t there. This decreased by from 22% in 2014 to 11% in 2016.

The Picker results also showed 10% decreases in the amount of patients saying they felt doctors/nurses didn’t fully listen to them and the number of respondents saying they were not given enough privacy while being examined or treated – down from 29% to 19% and 24% to 14% respectively.  

When compared with all 75 ‘Picker’ Trusts, Kingston Hospital scored significantly better than average on one question and equal to the average on the other 34. Only 4% of our ED patients said they felt threatened by other patients or visitors, compared to the average of 7% for other Trusts.

Tracey Moore, Acting Chief Operating Officer at Kingston Hospital NHS Foundation Trust, said: “We are pleased with the results of our Emergency Department survey, and are happy that our patients feel we have made improvements in a number of areas. We know there are areas that we still need to work on and are putting an action plan in place so that we can continue to make improvements.     

“Our Emergency Department saw over 110,000 patients in 2016/17, a figure that has been steadily increasing year on year. We have recognised the need for better emergency care facilities at the Trust, and are currently undertaking some transformation works including the expansion of our Majors and Resus facilities. These works will be completed before the end of the year and we are confident that our patients experience in ED will be much improved.”             


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