Which? Calls For An End To The NHS / Patient Deadlock, UK

Main Category: Public Health
Article Date: 06 Oct 2007 - 2:00 PDT

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As a party conference season dominated by health issues comes to an end and with the imminent publication of Lord Darzi's interim NHS review, Which? launches Impatient for Change to call on politicians and the NHS to stop talking, start listening and take action.

After surveying a thousand people* who had recently gone into hospital, Which? found that almost half[1] were unhappy with an aspect of their experience - such as the food, cleanliness, organisation of care - but fewer than half of these[2] spoke out.

Why?

- Over a third[3] of them thought raising an issue wouldn't make a difference.
- Almost a quarter[4] said they just "expected their stay to be like that".
- More than one in ten[5] thought it could compromise their care.

But don't staff want to hear from patients?

When Which? surveyed 250 members of hospital staff**, almost all (99 per cent) said they would like to hear about their patients' concerns and the majority[6] said they thought gathering feedback would drive improvements. Two thirds (64 per cent) felt patients didn't give enough feedback.

So what's going wrong?

Which? found that, while in hospital, only 17 per cent of patients were actually asked for their views. Of those patients who did raise an issue, three quarters[7] didn't think that standards would improve and only just over a quarter[8] were happy with how it was dealt with.

Nick Stace, director of campaigns, Which? says:

"There's been a lot of talk from politicians over the past three weeks about patient-centred care. We've spent a long time listening to patients about the things that matter and the research shows that the talk is sadly more rhetoric than reality.

"We've identified a deadlock in the system that's led to a real complacency culture existing in the NHS and a service that doesn't tackle the issues that matter to patients. It's no surprise that problems with food, cleanliness and the organisation of care crop up time and time again when the NHS isn't listening or responding to patients' needs.

"Nurses, doctors, managers - they all want to hear from their patients. The NHS now needs a complete culture shift so that patients are encouraged and supported to provide feedback throughout their time in hospital and assured that their comments will make a difference. Acting on feedback would be the quickest and easiest route to making the improvements patients want to see."

Which? would like to hear from people who have recently had to stay in hospital. Tell your story at http://www.which.co.uk/impatientforchange.

People who are going into hospital or visiting a friend or family member can download the Which? Hospital Companion at http://www.which.co.uk/impatientforchange.

The Impatient for Change campaign has been endorsed by a number of celebrities. Which? can send you a list of their quotes demonstrating their support.

1. 49 per cent
2. 48 per cent
3. 35 per cent
4. 23 per cent
5. 12 per cent
6. 78 per cent
7. 74 per cent
8. 27 per cent

*Which? interviewed 1,000 patients online using GFK Healthcare's consumer panel during August 2007. All respondents to the survey had spent at least one night in hospital in the last 12 months.

**Which? interviewed 250 members of hospital staff using GFK Healthcare's panel including doctors (mixed specialities), nurses, caterers, porters, managers and receptionists during August and September 2007.

http://www.which.co.uk