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More than nine out of 10 Moorfields’ patients rate their care as good, very good or excellent, according to the results of the most recent national outpatient department survey, published in late February by the Care Quality Commission.
In addition, the survey found that almost all new patients selected Moorfields as their first choice of hospital, 95% of all respondents found the hospital waiting areas to be very or fairly clean and 82% felt they were treated with dignity and respect all of the time.
“These are positive headline findings and a credit to the hard work of so many of our staff,” says Ruth Russell, Moorfields’ interim chief operating and nursing officer.
“But, we need also to focus on those areas identified for further improvements by the survey. On the whole, the survey supports feedback we collate from other sources and reinforces our current focus on improvements to the overall patient experience so that it better matches the generally high standards of clinical care.
“Waiting times in clinic are a particular concern and one that we are working hard to address through a variety of measures, including arranging bookings in priority order to acknowledge and prioritise patients who need diagnostic intervention as part of their outpatient consultation, revised appointment letters with clearer information about arrival times, and the establishment of a dedicated matron post to cover the outpatient department at City Road.”
The outpatient survey was carried out at Moorfields by the Picker Institute Europe in the summer of 2009 with a random sample of outpatients attending the main City Road hospital and our four largest outreach centres, based in other hospitals. Of the 850 questionnaires sent out, 427 were completed and returned.
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