Autumn 2008 - Homerton University Hospital

The Trust is seeking ways to ensurethat we improve the patients’experience of staying in hospital.Medical Director John Coakley said: “We have had a disappointing patients’ survey for thepast couple of years and we know that there are a number of factors which work againstus and other hospitals with similar diverse populations when the national survey is sent topatients. Not least the very complexity of the survey which ensures that many patientsjust don’t respond. We are continuing to talk with the organisers of the survey abouthow this can be remedied in future.”Meanwhile the Trust is using its own approaches to seeing our services through thepatient’s eyes.Trust seeksviews of A&EpatientsPatients have been asked to givetheir views of what it’s like to betreated in our A&E department.Over 75 per cent of the responseswere positive. Below are some of thecomments received.They treated me very nicely, all thestaff are very helpful, and thedoctors will see anybody.Staff were very friendly, caring andconsiderate.Two separate doctors saw me andreferred me straight away. Theywere very caring and sympathetic.I was seen very quickly. The hospitalhas improved, seems clean and staffat reception are welcoming. Seatingarrangements are better and it wasexcellent to see the children havetheir own secure area.The speed and competence withwhich I was treated was very good.I had expected quite a wait andwas seen within five minutes.Secretary of State for Health Alan Johnson recently visited the hospital to find out more about thetrackers for himself with Sister Angela Davy on Halley Ward.Working to get it right for patientsLast year, the Trust launched a pilot to ensure we gained rapidfeedback from patients about issues such as cleanliness andquality of service they receive.The PETs were introduced throughout the hospital a year ago as a pilot scheme togauge how useful they might be in gaining rapid feedback on patients’ experiencesduring their stay.Deputy Director of Nursing, Jennie Negus, said: “The trackers enable us to collectup-to-date data on key areas such as the attitude of staff and the quality of care.They have proved invaluable in providing us with the information we need to getthings right for our patients and empowered our patients with the knowledge theycan tell us what they think whilst still on the ward.”The speed at which I was seen was apleasant surprise. The lady whotreated me was professional, politeand thorough in her examination Iwas very impressed with the wholeexperience.I was never left longer than 10minutes without being told whatwas happening. Even though I hadquite a long wait and needed to goback for a second x-ray, I never feltI had been abandoned! I was veryimpressed by the staff.The space provided for disableddrivers has greatly improved and alsothe waiting area for picking up hasalso improved. Generally it is a verygood and clean environmentcompared with the former layout.Homertonlife 2008 5