Outpatients give their verdict on West Suffolk Hospital

Outpatients have higher than average confidence in the health professionals who treat them at the West Suffolk Hospital, but better information about delays to appointments is needed, according to a survey.

The Care Quality Commission (CQC) national survey of NHS outpatients saw questionnaires sent to outpatients between June and October 2011 who had recently visited the Bury St Edmunds hospital.

Responses were received from 537 patients and showed that the hospital was also rated higher than average for patients saying staff did not talk in front of them as if they were not there.

Although the hospital’s score was low for patients being told how long they would have to wait if there was a delay with their appointment, it was still in line with the national average.

The results from outpatients’ overall impressions were positive, and patients’ satisfaction with their visit was scored at 8.8 out of 10.


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The West Suffolk’s score for respect and dignity was 9.6 and the overall standard of care was rated at 8.7.

Jayne Holmes, deputy chief nurse, said: “Listening to our patients is of paramount importance to West Suffolk Hospital and we welcome the feedback provided by this survey.

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“The results show the trust is again performing well in several key areas, including cleanliness, treating patients with dignity and respect and making sure they are given privacy during their appointment. Through the survey, patients also told us they have confidence and trust in our doctors and other health professionals, were given enough information and that our staff involved them in decisions about their care and treatment.

“We strive to ensure that every single patient gets the best possible experience when they visit West Suffolk Hospital, and are always working to improve the services we offer. We will now look at the survey results in more detail so that we can address any areas where we could improve still further.”

The full results for each hospital can be viewed at the CQC website at www.cqc.org.uk.

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