Are you satisfied overall with your stay at the hospital from when you were admitted to when you were discharged? Had the staff read up on your care pathway before any consultations about your illness /condition? Did the staff invite you to participate in any decisions about your examination/treatment?
This autumn, thousands of patients answered questions like these and many others, and the analysis of their responses shows that patient satisfaction is increasing in the Capital Region of Denmark.
Patients are particularly satisfied with the friendly staff and the verbal information they receive as well as the treatment and care they are given. However, the improved ratings in this year’s National Patient Satisfaction Survey (LUP) should be held up against last year’s not-so-favourable ratings in several areas.
“First of all, I’m very happy that things are moving in the right direction, and that we can see an increase in patient satisfaction. That’s one side of the coin, however, there’s another side of course, and that’s that we’re still lagging behind the other regions with regard to patient satisfaction, and this means we’re not where we want to be quite yet".
"We must still focus on improving, but it’s encouraging that we’re headed in the right direction,” said Sophie Hæstorp Andersen (Social Democrats), Chairman of the Regional Council.
One of the departments that patients were particularly satisfied with is the Abdominal Center K at Bispebjerg, which has put in extra effort to improve communication with the individual patient.
The centre has set up a separate outpatient treatment function, where a nurse makes sure that patients are fully briefed both before and after their operation. In practice, the nurse phones patients one to three days after the operation to follow up on their treatment. Many patients are very pleased with this service:
“We’re pleased and proud of the increased level of patient satisfaction with regard to planned surgery, because we’ve previously had some issues in this area in our department".
"With solid support from both management and staff, we’re now seeing a number of good, constructive initiatives from the staff group and these are helping push our journey in the right direction - a journey that we all want to be a part of,“ said Kirsten Amsinck, Head Nurse.
Satisfied new mothers
The patient satisfaction survey also focuses on the experiences of pregnant women, and there is also an overall increase in patient satisfaction in this group. At Nordsjællands Hospital, new families were particularly satisfied with their ante-natal and post-natal care, with the support they got from staff during labour, and with their inclusion in decisions made during their labour.
The department will continue to work towards improving care during labour, and a study on acute C-sections at the department has led to several interesting findings. For example, the study showed that if a woman in labour can hear the midwife’s voice while being moved to and from the surgery, this has an immense effect on the woman.
“We try very hard to create continuity throughout the pregnancy and until the day the woman and her partner leave the hospital as new parents. So we’re especially happy to hear that women feel safe in their interactions with the midwife, that they feel that they are being included, and that they are given the space, time and care they need at this stage in life,” said Gitte Pia Ulriksen, acting Deputy Head of Midwifery, from the Department of Obstetrics and Gynaecology.
- The National Danish Survey of Patient Experiences (LUP) is an annual nationwide questionnaire survey of patient experiences of their examinations and treatment programmes.
- The survey is conducted by the Center for Patient Experience and Evaluation in the Capital Region of Denmark on behalf of the five regions.
- The purpose of the LUP is to identify and compare differences in patient experiences within a number a selected areas, to monitor trends over time, and to provide input to improve the quality of treatment.
- The survey is based on responses from 42,361 citizens in the Capital Region of Denmark who received treatment in the period from August to October 2018.
- Somatic patients are divided into three groups (number of responses in brackets): planned admissions (7,970 responses), acute admissions (9,551 responses), and outpatient treatment (24,840 responses).
Sophie Hæstorp Andersen (Social Democrats), Chairman of the Regional Council, through the press office: + 45 70 20 95 88