Majority of patients report positive experience in Mayo University Hospital in National Inpatient Experience Survey

THE majority of Mayo University Hospital (MUH) patients surveyed in the National Inpatient Experience Survey have described their experience in the hospital as positive.

Of 319 patients surveyed in May, 31 per cent rated their experience in the hospital as ‘good’ while 54.5 per cent regarded their experience as ‘very good’.

A total of 52 questions were put to respondents, with topics ranging from admission to care on the ward, to patient safety. 

Of the 244 people who answered a question about emergency department waiting times, 73 per cent (179) said they waited less than 12 hours before being admitted to a ward. 

Of the 164 people who answered a question about their dietary needs or requirements, 76 percent (125) said that they were always offered food that met their needs.

Twenty-eight respondents (11) asked about their experience in the emergency department said that they were not given enough privacy when being examined or treated in the emergency department. One respondent said more space was needed in the emergency department while another described the discharge process as ‘very hurried’. 

Questions about care on the ward received the highest score in the survey. However, questions about the discharge process at the hospital received the lowest score in the survey, with MUH scoring below the national average on all but one question. 

The hospital acknowledged areas which surveyed patients identified as needing improvement, including; not receiving enough information from the hospital on how to manage their condition after discharge and not knowing where or how to make a complaint.

Catherine Donohoe, Hospital Manager at MUH, said the hospital are ‘using the results of this survey to help us prioritise quality improvements for the coming year’.

“As part of our improvement plan in the areas needing improvement outlined we will increase the use of Patient Information Booklets at the point of admission which includes information on discharge planning, contact information, how to provide feedback through PALS, complaints; support information and what to do if they feel unwell at home,” said Ms Donohoe.

“Ward-based volunteers will promote the Patient Information Booklet whilst speaking with inpatients. We will also promote the ‘Guidelines for Communicating Clearly using Plain English’ via staff newsletter and with any staff who are developing or reviewing patient information publications; and communicate to all clinical staff via the ‘Length of Stay and Readmission QI Group’ regarding effective discharge planning including written information.”

Eighty-three per cent of survey respondents (265) were admitted to the hospital via the emergency department. MUH are currently progressing with plans for a new emergency department at the hospital, which has long been beset by overcrowding.