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ENC 7A - WALSALL HOSPITALS NHS TRUST

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					                                                                                          Appendix 1

                              WALSALL HOSPITALS NHS TRUST


FROM:           CLINICAL GOVERNANCE DEPARTMENT


TOPIC:          MYSTERY SHOPPER AND CALLER ANALYSIS


DATE:           OCTOBER 2006


CONTENTS: 1.1           MYSTERY SHOPPER INTRODUCTION
          1.2           MYSTERY SHOPPER RESULTS TABLE
          1.3           CUSTOMER CARE COMMENTS
          1.4           ENVIRONMENT COMMENTS
          1.5           ATTITUDE AND CARE COMMENTS

                2.1     MYSTERY CALLER INTRODUCTION



1.1     MYSTERY SHOPPER INTRODUCTION


A total of 34 mystery shopper visits were undertaken.

See Appendix 1 for list of wards involved.

‘N/A’ and blank responses have been excluded when calculating the % of YES responses.

For the attitude and care questions 5 patients were asked for responses for each question, making the
maximum denominator 170 for these questions.

The comments listed below represent both common responses and alternative / unusual viewpoints.




                                Building Better Health for Walsall
                                                                                                                               Appendix 1

1.2     MYSTERY SHOPPER RESULTS TABLE


                                                                                                                                % YES
  NO.                     MYSTERY SHOPPER QUESTION                                  Y            N    Y&N   N/A   BLANK
                                                                                                                          of applic. responses
CUSTOMER CARE (n=34)
  C1      As you entered the ward did anyone greet you?                             28           6     0     0      0            82%
  C2      Did a member of staff ask if they could help you?                         31           2     0     1      0            94%
  C3      Were all the staff that you came into contact with polite and helpful?    29           4     0     0      1            88%
ENVIRONMENT (n=34)
  E1      Did the ward look clean?                                                  33           1     0     0      0            97%
  E2      Were the toilets and bathrooms clean?                                     29           3     0     0      2            91%
  E3      Did the ward appear organised?                                            31           3     0     0      0            91%
  E4      Did the ward appear busy?                                                 29           5     0     0      0            85%
ATTITUDE AND CARE (n=170)
  A1      Whilst in hospital have you had enough privacy?                           165          5     0     0      0            97%
  A2      Whilst in hospital have you been treated with dignity and respect?        161          8     0     0      1            95%
  A3      Have you been bothered by noise at night?                                 71           91    4     0      4            43%
  A4      Has your pain been well controlled whilst in hospital?                    136          14    0    14      6            91%
  A5      If you needed help to eat did you get it?                                 51           26    1    55     37            65%
  A6      Did staff wash their hands before and after treating/caring for you?      131          14    0     0     25            90%
  A7      Are you happy with the care that you have received overall?               155          10    0     0      5            94%




                                                            Building Better Health for Walsall
                                                                                          Appendix 1

1.3   CUSTOMER CARE COMMENTS

C1    As you entered the ward did anyone greet you?

      Waiting times noted mainly between ‘immediate’ and ‘4 minutes’

      Selected comments:

     Nurses were looking but no one came for 9mins to me
     Walked past 4 nurses at desk and the other staff for 10mins before I introduced myself.
     Waited 5 mins, nurses and HCAs walked past me several times
     There was nobody at the desk
     Ward manager rather brisk initially


C2    Did a member of staff ask if they could help you?

      Selected comment:

     It took 10 mins six people, mainly HCA's and male HCA's (agency). Continuously walked
      passed and nobody appreciated me. Eventually nurse asked if I needed help


C3    Were all the staff that you came into contact with polite and helpful?

      Generally responses ‘very helpful’ or ‘very pleasant’

      Selected comments:

     One nurse HCA level 2 sat with a depressed patient - held her hand
     Helpful but not very polite


1.4   ENVIRONMENT COMMENTS

E1    DID THE WARD LOOK CLEAN?

      Generally a mixture of ‘very clean’ and ‘dusty’ / ‘cluttered’ comments

      Selected comments:

     Dust on skirting boards
     Most staff commented on low staff ratio of cleaners & lack of time to clean. eg handles of
      doors; table tops; bedside cabinets in & out! Arms of chairs; skirting, water jugs
     Sticky tape on bedside tables, dusty skirting / ledges. Cleaners far too few eg food, cleaning.
      Also have a snack trolley with healthy foods option 10:00am & 14:00pm


E2    WERE THE TOILETS AND BATHROOMS CLEAN?

      Selected comments:

     Bath front was missing - this was long term & had been reported. One toilet had 1/2 urine
      bottle on the floor
     Too much equipment in them safety hazard


                               Building Better Health for Walsall
                                                                                              Appendix 1

     Considering how many pts use them, very good
     Dirty toilet seat undersides, shower curtain rails (top) very dirty/dusty. Just not clean
     One bathroom had wheelchairs stored in it
     One toilet seat broken: day 2, estates not arrived yet. (public toilet) only 1 other toilet (staff)
      working. Toilet seats always an issue
     Patients concerned regarding always seem to be running out of toilet paper


E3    DID THE WARD APPEAR ORGANISED?

      Selected comments:

     Staff all appeared to be working together and to an organised plan
     Patients overnight bags etc on floors by lockers
     Staff appeared they didn’t know what they were doing - mainly agency HCAs


E4    DID THE WARD APPEAR BUSY?

      Selected comments:

     Serious shortage of domestic staff
     Everybody knew what they were doing
     Organised chaos
     Some nurse looked busy. Some were just standing talking


1.5   ATTITUDE AND CARE COMMENTS

A1    WHILST IN HOSPITAL HAVE YOU HAD ENOUGH PRIVACY?

      Selected comments:

     Quickly, efficiently and privately - curtains drawn
     A little noise, only to be expected
     At night family members in & out my privacy not possible
     Curtains used appropriately at all times & dr's visits
     In this ward yes, in IAU bit lacking / so crowded
     On one occasion the main bay curtains wasn’t closed and was seen by three men
     (staff) too fussy at times, use towel for private parts!


A2    WHILST IN HOSPITAL HAVE YOU BEEN TREATED WITH DIGNITY AND
      RESPECT?

      Selected comments:

     1st night not very good but now ok, very well excellent
     95 % of time, wonderful staff
     A bit sharp at times
     Always had respect, answer questions & information provided for medication
     After you have been here for a time some the staff can become a bit short
     I’m not sure the doctors really listen to us
     Certainly obliged, respect privacy & were considerate
     Doctor did not talk to me as a person only to the nurse


                                Building Better Health for Walsall
                                                                                        Appendix 1

    No criticism, patient in next bed with dementia treated very well after soiling bed, very
     complementary
    No issue, however Dr ***** informed staff of assessment - but didn’t explain this to me. Not
     knowing is not good enough
    The doctor explains things to me, telling me what’s the matter - treats me as a human being
    Very impressed
    Young patient feels at ease because staff has joked about and related to him


A3   HAVE YOU BEEN BOTHERED BY NOISE AT NIGHT?

     Selected comments:

    A lot going on / so sleep was disturbed understandably
    Another patients drip alarm was going off all night. Staff didn’t have the key to turn it off
    Being in bay 6, right by the ward front door, all the people in and out. Door is squeaky
    Other patients are on gas & air throughout the night. The equipment can be noisy
    Dreadful in here at night
    Individual angle poise type lights required for each bed, to reduce night time disturbance to
     other patients
    Nurses not diligent responding
    Nurses playing radio at nurses’ station - noisy patient
    Only to attend patients, staff were very considerate to be as quiet as possible


A4   HAS YOUR PAIN BEEN WELL CONTROLLED WHILST IN HOSPITAL?

     Selected comments:

    Pain management and relief given quickly after initial A&E assessment
    As well as they can do it, buzzer then it doesn’t take them long, max 5mins
    But some tablets caused hallucinations, very frightening
    Did not tell staff because he didn’t want to bother them
    Doctor not doing much for pain only given sleeping tablets
    Had to wait some time (3hrs) for catheter to be changed
    Has had his leg amputated and was amazed how effective his painkillers was very pleased
    Kept asking for stronger tablets for several days - change from normal medication - not
     satisfactory
    My chest pain has been well controlled
    Night nurse did not know how to operate the pain relief equipment and dropped the unit three
     timed. Not auf fait with the equipment. Patient in severe pain as a result
    Pain relief changed from what I had at home. Why?
    Staff talked to me & soothed any discomfort


A5   IF YOU NEEDED HELP TO EAT DID YOU GET IT?

     Selected comments:

    Always helpful
    Does not know why red trays used, never seen one
    Nurses come beside you sit and feed you
    Some complaints regarding lack of cooked breakfast, only toast available
    Can feed himself, but when he was feeling sick he was pleased staff were concerned he wasn’t
     eating or drinking enough


                             Building Better Health for Walsall
                                                                                       Appendix 1

    Sometimes it’s a struggle to reach
    Food excellent
    Food not v good, soup bad - bland - boring and uninteresting
    He has arthritis in his hands and help is always there every mealtime


A6   DID STAFF WASH THEIR HANDS BEFORE AND AFTER TREATING/CARING
     FOR YOU?

     Selected comments:

    A lot of using gels, is concerned this might replace handwashing
    All the time
    Always wearing gloves
    (staff) change the apron & wash their hands before they see next patient
    Doctors don’t. HCA very good
    Gel containers empty by bed
    No before, yes afterwards patient worried about this
    Would like to see housekeeping wash their hands between bays


A7   ARE YOU HAPPY WITH THE CARE THAT YOU HAVE RECEIVED OVERALL?

     Selected comments:

    Different routines carried out by different shifts of staff eg collection of samples. Many
     variations of where to put sample and who to notify when sample available - need set way that
     is followed by all staff. Feels that standards are improving noticeable increase of staff using
     handwash gel
    3rd visit to hospital in 6 months, have been very pleased everytime
    Busy unit, care has improved
    Helped with my breathing. In one day I felt more settled
    Prefers Swift to time on I.A.U
    Op delayed twice, high bp then loss of notes, walking frame not transferred between wards
    Recently in New Cross hospital but this is this is worst experience of all
    Since last stay 2000, meals have improved thoroughly
    Unhappy at long wait to get out of bed into chair. Staff shortage
    Communication could be improved
    I question the skills of the staff at times. Junior staff left to carry out tasks
    Very pleased about staff, they diagnosed something he wasn’t aware of
    Good explanations and gave you sensible options
    Excellent apart from fractured foot, requested wheelchair to toilet - refused & given a
     commode at visiting time
    First time in hospital, very pleased with treatment received. No complaints
    No one explained the state of wound - very shocked
    Nurses were nice - worried that her sons had not visited
    Very impressed, the friendliness of the staff made all the difference
    Waiting for scan too long could have gone home day earlier
    Don’t like it when doctors & staff talk amongst themselves
    Bed light not working, lack of communication of who is doing what and when. Patient wasn’t
     informed of a treatment plan. Wasn’t happy about being transferred from I.A.U at 4:00am as
     he was trying to sleep
    Would like to have had some do's & don’ts guidelines after the op
    Ward is under staffed but doing well under the circumstances
    Staff are lovely not efficient about diagnosis - left not knowing


                             Building Better Health for Walsall
                                                          Appendix 1

APPENDIX 1: WARDS VISITED FOR MYSTERY SHOPPER

     WARD         NO. OF VISITS      NO. OF PATIENRTS
                                       QUESTIONED
      ASU               1                     5
      Beech             1                     5
      Heron             4                     20
       IAU              2                     10
       Jay              2                     10
     Kestrel            3                     15
     Lincoln            1                     5
     MDCU               1                     5
   Nightingale          2                     10
      Poplar            2                     10
      RCU               1                     5
    Sandpiper           3                     15
      SDU               1                     5
   Stroke Rehab         1                     5
      Swan              3                     15
      Swift             4                     20
     Willow             2                     10
     TOTAL             34                    170




                     Building Better Health for Walsall

				
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