- SERVICE PROVIDER
Royal Papworth Hospital NHS Foundation Trust
This is an organisation that runs the health and social care services we inspect
Outpatient survey 2011
Published 3 February 2012
We use national surveys to find out about the experience of patients when receiving care and treatment from healthcare organisations. Between June and October 2011, a questionnaire was sent to patients who had recently attended an outpatient appointment for each NHS trust in England.
Responses were received from 604 patients at Royal Papworth Hospital NHS Foundation Trust.
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Wait for appointment
for not having to wait long for an appointment, from the time they were first told they needed one.8.2 out of 10
About the same
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Choice of appointment time
for being given a choice of appointment times.7.7 out of 10
About the same
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Change of appointment date
for not having the appointment changed to a later date by the hospital.9.6 out of 10
Better than expected
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Information about the appointment
for knowing what would happen during the appointment.7.5 out of 10
Better than expected
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Starting appointment on time
for starting the appointment on time.7.3 out of 10
Better than expected
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Delay in starting appointment
for being told how long the wait would be, for patients waiting longer than 15 minutes.2.1 out of 10
Worse than expected
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Cleanliness of Outpatient Department
for describing the Outpatients Department as clean.9.4 out of 10
Better than expected
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Cleanliness of toilets
for describing the toilets in the Outpatients Department as clean.9.3 out of 10
Better than expected
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Reason for test
for being told why tests were needed, in a way they could understand.8.8 out of 10
About the same
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Finding out test results
for being told how to find out test results.8.6 out of 10
About the same
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Explanation of results
for having test results explained in a way they could understand.7.8 out of 10
About the same
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Explanation of treatment
before the treatment, being told what would happen.9.1 out of 10
About the same
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Explanation of risks and benefits
for having risks and benefits of treatment explained in a way they could understand, for patients who received treatment.9.3 out of 10
Better than expected
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Time to talk with the doctor
for having enough time to discuss health and medical problems with the doctor.9.3 out of 10
Better than expected
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Medical history
for doctors being aware of their medical history.9.5 out of 10
Better than expected
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Explaining treatment
for feeling the doctor explained treatments or actions in way they could understand.9.4 out of 10
Better than expected
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Being listened to
for feeling the doctor listened to what they had to say.9.5 out of 10
Better than expected
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Answers to questions
for getting answers they could understand from their doctor, when they had important questions.9.2 out of 10
Better than expected
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Confidence and trust
for having confidence and trust in the doctor examining and treating them.9.6 out of 10
Better than expected
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Answers to questions
for getting answers they could understand from health professionals other than their doctor, when they had an important question9.2 out of 10
Better than expected
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Confidence and trust
for having confidence and trust in other health professionals examining and treating them (not including their doctor).9.4 out of 10
Better than expected
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Staff introductions
for staff introducing themselves during examinations and treatment.9.1 out of 10
Better than expected
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Acknowledging patients
for staff not talking in front of them, as if they weren't there.9.6 out of 10
Better than expected
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Information
for being given enough information on condition and treatment.9.2 out of 10
Better than expected
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Privacy for discussions
for being given enough privacy when discussing their condition or treatment.9.6 out of 10
Better than expected
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Avoiding confusion
for not being told one thing by a member of staff and something quite different from another.9.7 out of 10
Better than expected
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Involvement in decisions
for being involved as much as they wanted to be in decisions about their care and treatment.9.0 out of 10
Better than expected
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Managing condition or illness
for being asked what was important in managing a condition or illness.7.3 out of 10
About the same
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Managing condition or illness
ror feeling the appointment helped to better manage a condition or illness.7.1 out of 10
Better than expected
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Instructions for taking medications
for being told how to take new medications.9.6 out of 10
Better than expected
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Purpose of medications
for having the purpose of medications explained to them in a way they could understand, when given medicines to take home.9.5 out of 10
Better than expected
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Side effects
for being told about medication side effects to watch out for.5.6 out of 10
About the same
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Change to medications
for being told the reason for a change medication in a way they could understand.8.9 out of 10
About the same
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Receiving information
for receiving copies of letters sent between hospital doctors and GP.7.9 out of 10
About the same
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Told about danger signals
for being told about danger signals regarding illness or treatment.6.4 out of 10
Better than expected
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Told about contact
for being told who to contact about their condition or treatment after leaving hospital.7.8 out of 10
Better than expected
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Satisfaction with visit
for being satisfied that the reason for the Outpatient visit was accomplished.9.1 out of 10
Better than expected
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Respect and dignity
for being treated with respect and dignity.9.8 out of 10
Better than expected
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Overall care
for how good the overall care was that they received.9.1 out of 10
Better than expected
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About these scores
We asked people to tell us what they thought about different aspects of the care and treatment they received. Each NHS trust received scores out of 10, based on the responses given by their patients'. A higher score is better. Each trust also receives a rating. The rating ‘better’ means that the trust is better than most other trusts who took part in the survey for that particular question, a rating of ‘about the same’ means that the trust is about the same as most other trusts and a rating of ‘worse’ means that the trust did not perform as well as most other trusts for that question.
The results from each NHS trust take into account the age and sex of respondents for each trust, compared with the age and sex of all people across England that returned the questionnaire. This is because trusts have differing profiles of patients. For example, one trust may have more male outpatients than another. This can potentially affect the results because people tend to answer questions in different ways, depending on certain characteristics. This could potentially lead to a trust’s results appearing better or worse than if they had a slightly different profile of patients.
We do not provide a single overall rating for each NHS trust. This would be too simplistic as the survey assesses a number of different aspects of patient experience (such as before the appointment, seeing doctors, medications) and trust performance varies across these different aspects. This means that it is not possible to compare the trusts overall. It is better to look at the trusts in your area and see how they perform across the aspects that are most important to you.