An overwhelming number of people who have accessed services at George Eliot Hospital are saying that they would recommend the service they receive to their friends and family.
In February, the Trust achieved its highest inpatient ‘Net Promoter Score (NPS)’* as part of the Friends and Family Test, a national measurement of patient satisfaction. With an NPS of 92, the Trust was in the top 10% of Trust’s in the country.
To achieve this score, 91% of the 364 people questioned said that they were ‘extremely likely’ to recommend the care they received to friends and family, with a further 6% saying they were ‘likely’.
The Coronary Care Unit (CCU) was singled out for special praise, achieving a maximum possible NPS of 100 in February, with every one of the 22 patients surveyed saying they were ‘extremely likely’ to recommend the care.
This achievement followed success in December 2013 when the Trust received its highest NPS for A&E patients (NPS of 87, third best in the country) and maternity patients (NPS of 96). The A&E NPS for December mirrors performance against the A&E four hour target where the Trust was highlighted as being the second best performing in the country over the Christmas period, a success that was commended in parliament**.
Chief Executive, Kevin McGee, said: “In my opinion, the Friends and Family Test is one of our most important quality indicator because it measures the satisfaction of our patients and offers an excellent overview of everything we are doing to improve. As a Trust, we are confident that we have improved services over the past couple of years and it is pleasing to receive this external endorsement from the most important people of all, the patients that access our services.
“It is pleasing to have achieved our highest Friends and Family Test scores in recent months but perhaps the most pleasing aspect is that we performed so consistently recently, with our inpatient results being consistently in the top 25% in the country over the past six months. There is still much work to do, but all our excellent staff are completely focussed on improving our services further.”
*The national Friends and Family Test patient feedback mechanism measures the response to the question ‘How likely is it that you would recommend this service to your family and friends?’ The Trust is require to ask this question to 10% of patients either at discharge or within 48 hours of discharge. Patients can choose from one of six answers:
Extremely likely (classed as a ‘promoter’)
Likely (classed as ‘passive’)
Neither likely or unlikely (classed as ‘detractor’)
Unlikely (classed as ‘detractor’)
Extremely unlikely (classed as ‘detractor’)
The Net Promoter Score (NPS) is calculated by subtracting the number of detractors from the number of promoters and then dividing that figure by the total number of responses. Therefore, the score can be as low as -100 (everybody is a detractor) or as high as +100 (everyone is a promoter). The NPS figure is reportable and published nationally.
**In January, MP for Nuneaton, Marcus Jones, praised improvements made at the hospital during the parliamentary debate about A&E departments. Marcus spoke about changes to working practices at the hospital following the Keogh Review as an important way of reducing pressures on social care and on Accident and Emergency Departments.
Commenting, Marcus said: “I meet regularly with senior management at the hospital and am fully supportive of the changes made to working practices, as part of the Keogh Review, which have been implemented at the George Eliot.
“This is a vital way of reducing the burden on our A&E services throughout the country, and in Nuneaton, I wanted to praise the work of staff at the hospital who have had some terrific results during a traditionally very busy period for our health services.”