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Patient communication ‘simply not acceptable’ in too many cases

Outpatients are reporting improving experiences, new research shows, but around one in six patients with long-term conditions are still not being asked what was important to them in managing their condition. This is “simply not acceptable”, according to public health minister Anne Milton.

Overall, more patients believe they are treated with respect in hospitals, involved in decisions and listened to by their doctors, compared to previous years. But the 2011 Patient Experience Outpatient Survey also highlighted areas for improvement, especially communication with patients.

The survey of 72,000 patients was conducted by the Care Quality Commission (CQC). Results showed that 84% defined their experience as either very good or excellent, with 93% waiting less than three months for their first outpatient appointment. 

Patients reported clean hospitals, and scores also improved for the way doctors explained any action or treatment. However, they called for better information about the risks and benefits of treatments, why tests were needed and proper explanation of the results.

Additionally, two-thirds were not told how long they would have to wait for an appointment and 23% had their appointment date changed at least once, slightly up from 21% in 2009.

One in five patients visiting for a repeat appointment had their time rearranged once and 6% had it changed two or three times. Of those waiting for a first appointment, 12% had it changed once and 2% had it changed two or three times.

Cynthia Bower, chief executive of the CQC said: “Attending an outpatient clinic can be a stressful and worrying experience for some patients. It is therefore encouraging to see some improvement in basic aspects like being treated with respect and dignity and cleanliness.

“However, more still needs to be done to ensure that outpatients know what to expect, have tests and treatments explained to them clearly and are properly informed about the potential side-effects of any medications they are prescribed.”

NHS Confederation deputy director of policy Jo Webber added: “Patient feedback is an important mirror to hold up against any healthcare organisation. NHS leaders need to closely examine individual feedback on their organisation and continuously look at how and where they can do better.”

She celebrated the service improvements but warned that maintaining clinical standards would be essential in the coming years as financial strain increased.

Public health minister Anne Milton said: “It is great news to see that patients are being seen on time, in clean environments and being treated with respect and dignity.

“However, it is simply not acceptable that 16% of people with long term conditions or illnesses were not asked what was important to them in managing their condition, and 17% felt their appointment had not helped them to better manage it.

“We want people to feel involved at every step of the care they get in hospital. There really should be ‘no decision about me, without me.’

“It is clear that there is more to do to improve the experiences of our patients. This is why we are modernising the NHS to put patients first. The NHS should be open and accountable to the public, and publishing patient feedback like this is vital for driving improvements in care.”

Independent research from the Imperial College London found a link between patient feedback and hospital performance. Researchers found that hospitals with better patient ratings tend to have lower death rates and lower readmission rates. Hospitals rated by patients as being cleaner have lower rates of MRSA infection.

To view the report, visit www.cqc.org.uk/sites/default/files/media/documents/national_summary_op11_0.pdf