Secondary analysis of hospital patient experience scores across England's National Health Service - How much has improved since 2005?
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Author(s)
Honeyford, K
Greaves, F
Aylin, P
Bottle, A
Type
Journal Article
Abstract
OBJECTIVE: To examine trends in patient experience and consistency between hospital trusts and settings. METHODS: Observational study of publicly available patient experience surveys of three hospital settings (inpatients (IP), accident and emergency (A&E) and outpatients (OP)) of 130 acute NHS hospital trusts in England between 2004/05 and 2014/15. RESULTS: Overall patient experience has been good, showing modest improvements over time across the three hospital settings. Individual questions with the biggest improvement across all three settings are cleanliness (IP: +7.1, A&E: +6.5, OP: +4.7) and information about danger signals (IP: +3.8, A&E: +3.9, OP: +4.0). Trust performance has been consistent over time: 71.5% of trusts ranked in the same cluster for more than five years. There is some consistency across settings, especially between outpatients and inpatients. The lowest-scoring questions, regarding information at discharge, are the same in all years and all settings. CONCLUSIONS: The greatest improvement across all three settings has been for cleanliness, which has seen national policies and targets. Information about danger signals and medication side-effects showed least consistency across settings and scores have remained low over time, despite information about danger signals showing a big increase in score. Patient experience of aspects of access and waiting have declined, as has experience of discharge delay, likely reflecting known increases in pressure on England's NHS.
Date Issued
2017-10-26
Online Publication Date
2017-10-26
2017-11-10T09:01:52Z
Date Acceptance
2017-10-11
ISSN
1932-6203
Publisher
Public Library of Science (PLoS)
Journal / Book Title
PLoS ONE
Volume
12
Issue
10
Copyright Statement
© 2017 Honeyford et al. This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
Source Database
pubmed
Sponsor
Dr Foster Intelligence
National Institute for Health Research
Identifier
PONE-D-16-49396
Grant Number
N/A
n/a
Subjects
England
Hospitals
Humans
National Health Programs
Patient Satisfaction
Trust
MD Multidisciplinary
General Science & Technology
Publication Status
Published online
Article Number
e0187012