Patients use ‘TripAdvisor’ to support A&E wards at risk of being closed down

 
30 July 2013

Patients are using David Cameron’s new TripAdvisor-style ratings to give their support to hospitals at risk of losing their accident and emergency departments.

Figures published today showed that Lewisham and St Helier hospitals are among those most likely to be recommended to their friends and family.

Lewisham, which will find out tomorrow whether a High Court judge will prevent Health Secretary Jeremy Hunt from downgrading its casualty and maternity units, received a satisfaction rating of 75 in June — way above the national average of 54 and London average of 47.

Of the 1,035 A&E patients attending Lewisham last month who completed the survey, 813 said they were extremely likely to recommend the hospital and 171 said they were likely. Only 17 people said they were unlikely or extremely unlikely to advise friends and family to use it.

St Helier, which is at risk of losing its A&E as services are concentrated at Croydon and St George’s hospitals, received a score of 75, while neighbouring Epsom — which is also likely to be affected by the changes — got 78. Scores can range from -100 to 100.

The results, published today by NHS England, focus on A&E attendances and inpatients and were hailed as a “patient revolution in healthcare” by allowing immediate feedback.

The results will be expanded to maternity services in October and to GP practices, community services and mental health services by the end of next year. They were introduced in an attempt to prevent a repeat of the Mid Staffordshire scandal of patients being allowed to die without receiving adequate care. A secondary purpose was to boost morale among health staff when good care had been received. Patients were asked to answer the question: “How likely are you to recommend our ward/A&E department to your friends and family if then needed similar care or treatment?”

Hospitals were required to ensure that at last 15 per cent of patients completed the surveys, which began in April. However many failed and will face financial penalties.

Tim Kelsey, NHS England’s national director for patients and information, said: “This is going to bring about a transformation in the way that we listen to patients.”

However, Bernell Bussue, London director of the Royal College of Nursing, said: “The most effective way to improve patient experience is to properly resource hospital wards so that nurses and other health workers have the time and support to care for their patients.”

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