Patient feedback analysis reveals leap in satisfaction

Patient Experience Platform has revealed that NHS acute trust experience has risen sharply throughout coronavirus outbreak.

NHS patient satisfaction with their healthcare experiences has jumped to more than 90 per cent positive this April despite the additional pressure on hospitals amid the coronavirus outbreak. Patient Experience Platform found that 90.4 per cent of NHS Acute Trusts patients (in and out-patient) reported a positive experience in the month to 14 April 2020, compared to 84 per cent in March and 76.1 per cent in February.

Patient experience feedback was significantly poorer in 2019, with 75 per cent feeding back positively in April, 75.2 per cent in March and 73.4 per cent in February. This indicates patients are more appreciative of the care and treatment they are receiving, despite healthcare pressure points brought by the coronavirus outbreak, including staff and PPE shortages.

Dame Barbara Hakin, former deputy CEO of NHS England, said: “While the NHS is truly committed to listening to patients it has never captured their views in a large scale and meaningful way, which limits its ability to shape services to deliver better outcomes and experience. PEP offers a digital solution to collecting and analysing the views of many, many users of the service and their families, drawing from channels citizens use already. These insights will be hugely important in supporting the improvement of our NHS.”