Patient Satisfaction
The Leadership Factor (TLF) results Q4 2007
Within the Acute Hospitals of Ramsay Health Care UK an
organisation called The Leadership Factor (TLF) is used to produce
quarterly customer satisfaction reports based on feedback collected
from our patients. Within each hospital unit the results are
analysed and areas requiring attention are prioritised.
This report outlines the results of a patient satisfaction
survey carried out for Ramsay by The Leadership Factor
between October 2007 and January 2008.
Patient opinions were collected by an anonymous postal survey
returned to The Leadership Factor.
Satisfaction scores
Satisfaction scores were given on a scale of 1 to 10, where 1
meant 'totally dissatisfied' and 10 meant 'totally satisfied'.
Scores were given for a wide range of factors, falling into
three different categories. The scores for each factor are shown in
the charts below, one for each of the categories ("Admission",
"Treatment and Care", "Facilities" and "Discharge").
Combining all these scores allows the creation of a single
headline Satisfaction Index, the best single measure of how
satisfied patients are.
Satisfaction index
The Leadership
Factor conducts over 200 satisfaction studies a year.
The league table below shows Ramsay's score in the context
of all those other results.
Ramsay's excellent performance puts them in the top 1% of
companies.
Figure 1 - Patient satisfaction between October 2007
and January 2008.
Comments
As well as providing scores, patients were asked to make a note
of any comments they would like to pass on to Ramsay. A small
selection of these is shown below.
"100% satisfied and pleased with outcome. I was very
impressed with all aspects of my treatment. In my opinion there is
no need to change anything."
“A fantastic, kind nurse. A very nice place to be in.
Excellent security. A nice atmosphere and a comfortable clean
environment.”
“Everyone was wonderful. Even though I had an operation on
my hand to me it was like being in a five star hotel.”
“Excellent service by every single member of staff. Very
professional. Everything was explained fully and I was treated with
complete respect. Everyone had time for me personally. I wish I
could go there for every sort of examination/treatment.
"Just a big thank you to the consultant, the anaesthetist
and the nurses for the care and kindness I
received.”
“I was quite nervous about my surgery and all of the team
was helpful, friendly and genuinely kind. I felt very confident and
reassured about the quality of care I received. I need to have the
same procedure on my other hand and have no anxiety about
this.”
“First class service in all departments.”
“First class service with a lovely friendly
atmosphere.”
“I found everything excellent. Thank you to all for their
help.”
“A first class experience from my first appointment to the
completion of treatment. All staff did all they could to be helpful
and reassuring. The care and cleanliness is surely something that
the NHS must try to emulate.”
“I was very impressed with all aspects of my attendance from
the courtesy and competence of medical, nursing and clerical staff.
I was an outpatient making a total of three attendances. I have
written to the hospital management to express gratitude.”
“The service received was excellent. The timescale was
perfectly acceptable. The cleanliness of the facility was exactly
as I would have hoped for. The staff were very professional in
every aspect. This hospital experience was what should be seen as
the benchmark for others to strive towards.”
“I found all staff very helpful and informative. The
operation went well although a little daunting. Hopefully it will
be the same for the other eye."
“I was very happy in hospital. All staff were brilliant and
very friendly and helpful. Having my own room was a treat. The
reason for the initial delay for my operation was a weight problem
which I overcame fairly quickly. I am managing to keep it down
easier now I can be more active.”
"I was delighted with the calmness of the complete procedure
from consultation to removal of stitches. I had never expected to
walk out unaided after the operation.”