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Some NHS trusts consistently outperform others on patient experience
Date:3/14/2012

formers were information provision (52 trusts) and confidence in staff (40 trusts); those with the smallest number of below average performers were cleanliness (17 trusts) and involvement in decisions (8 trusts).

But the analysis identified certain trusts which performed consistently above or below average on all six domains in all three surveys.

One in five (21%) trusts performed above average in all the surveys. Most had Foundation Trust status, but not one was in London.

At the other end of the scale, six trusts (4%) performed below average in all the surveys. All these trusts were in London, and none had Foundation Trust or teaching hospital status.

Below average performers also had the highest average deprivation scores and the lowest proportion of patients from white backgrounds.

Feedback from patients from black and minority ethnic backgrounds shows that they are often less satisfied with the healthcare they receive than their white peers, which may have to do with language and cultural factors, say the authors.

But they say: "Population differences should never be seen as an 'excuse' or 'justification' for poor patient experience."

They suggest that the consistency of their findings indicate system wide successes or failures, and that some trusts are more successful than others at fostering a culture or mechanisms for delivering a good experience for their patients.

While the performance of trusts, overall, was skewed towards higher scores, the authors point out: "However, the survey results overall show considerable room for improvement."


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Contact: Stephanie Burns
sburns@bmjgroup.com
44-207-383-6920
BMJ-British Medical Journal
Source:Eurekalert

Page: 1 2

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