The Royal Devon University Healthcare NHS Foundation Trust’s urgent and emergency care services have scored well in the latest national patient experience survey, published this week, with the results showing our services scoring in the highest ranks across several questions.
The Care Quality Commission’s (CQC) urgent and emergency care survey asked people who visited the emergency department (ED) at either the Royal Devon and Exeter Hospital (Wonford) or the North Devon District Hospital in September 2022 what they thought about their experience. The survey also included people who attended our MIU in Honiton.
While average scores are down nationally since the last CQC survey, especially around waiting times and time spent in these departments, the survey results do show areas of positive improvements within our services.
In total, 295 patients who attended one of our EDs responded to the survey. Areas that patients rated us highly in include:
Patients being able to get help from staff if they needed attention
Health or social care staff having information about patients' visit to ED
Staff telling patients what symptoms of their illness to watch out for when they are home
Staff members explaining purpose of medications in a way the patient can understand
For Honiton MIU, 225 patients responded to the survey. Areas that patients rated us highly in include:
Staff discussing patients' transport arrangements before they leave the MIU
Length of patients' visit
Staff giving patients enough information to help them care for their condition at home
Health or social care staff having information about patients' visit to the MIU
Both surveys also highlight areas where patient experience could improve, including around staff helping patients with any communication needs they have, patients being given enough privacy when discussing their condition with receptionists, and family members, friends or carers having enough opportunity to talk to health professionals.
Chris Tidman, Deputy Chief Executive Officer at the Royal Devon, said: “Despite increased pressure and demand on our urgent and emergency care services, it’s fantastic to see that our patients continue to have confidence in our colleagues and feel involved and informed in the care and treatment they receive.
“These results are a testament to the hard work and dedication of our colleagues and something they should be proud of. We know there are areas where we can improve though, and we will use these results to help address those concerns and make sure our services can provide the best possible experience for our patients.”
