Patient satisfaction with NHS increases in North West

New data from Patient Experience Platform (PEP) has shown that NHS patient satisfaction has hit 88% in North West England, a year-on-year increase of 11.9%.
Burnley General HospitalBurnley General Hospital
Burnley General Hospital

The findings come at a time of overwhelming general positivity towards the NHS, as front-line healthcare professionals continue to deliver essential treatment alongside the ongoing COVID-19 pandemic.

Patient satisfaction is a key part of quality in healthcare alongside safety and outcomes. The indicators cultivated by the PEP algorithm provide an invaluable insight into individual departmental performance, allowing hospitals to identify areas that need focus and improvement as soon as issues emerge. This is particularly important as the current pandemic evolves.

Hide Ad
Hide Ad

Data is analysed to generate a collective judgement score, which is statistically significant indicator of the outcome of Care Quality Commission reviews. Due to the radical new technique employed it enables, for the first time, a true comparison of hospitals, regions and indeed nations.

Dr Mark Lomax said: “We listen to the patient voice in every UK hospital separately with scores amalgamated from millions of patient comments posted digitally.

“The insights gained are particularly useful in the current climate, as feedback will help us support the operational response to COVID-19 through improving services and patient safety, as well as providing learnings on how to more effectively communicate with the public. It also highlights public support for the NHS, which is invaluable for morale.

“PEP algorithms have been shown to have high accuracy, effectively predicting the outcomes of hospital inspections by UK healthcare quality regulator Care Quality Commission.”

Hide Ad
Hide Ad

Dame Barbara Hakin, former deputy CEO of NHS England, added: “While the NHS is truly committed to listening to patients it has never captured their views in a large scale and meaningful way, which limits its ability to shape services to deliver better outcomes and experience."

Related topics: