The results of the most recent annual survey of hospital inpatients, released on 12th September by the Care Quality Commission (CQC), provide a nuanced view of patient satisfaction in hospitals.
While overall satisfaction levels have remained relatively stable since 2021, there are indications of a longer-term decline in several areas compared to previous years. Notably, the survey reveals growing frustration with waiting times, with four out of ten individuals scheduled for planned treatment reporting that their health deteriorated while awaiting admission.
The 2022 adult inpatient survey collected feedback from over 63,000 individuals who spent at least one night in one of England’s 133 acute and specialist NHS trusts in November of the previous year. This survey, conducted annually since 2002, gauges patients’ opinions and experiences regarding their care. It covers aspects such as the quality of information and communication with staff, privacy, support for eating and drinking, and discharge arrangements.
In 2022, over a third (39%) of respondents who were hospitalised for elective care expressed a desire for earlier admission, an increase from 35% in 2021 and 32% in 2020. Additionally, approximately 41% of patients reported that their health deteriorated while waiting to be admitted, with 24% stating it worsened ‘a bit’ and 17% saying it worsened ‘much.’
One notable change in 2022 was a higher proportion of patients reporting longer waits for a bed on a ward upon hospital arrival compared to 2021 and 2020. Those who claimed to ‘have to wait far too long’ increased to 18% in 2022, up from 15% in 2021 and 8% in 2020. Similarly, those who stated they ‘had to wait a bit too long’ increased to 16%, compared to 15% in 2021 and 12% in 2020.
Despite these challenges, the majority of respondents remained positive about their interactions with healthcare professionals. Around 81% reported ‘always’ having confidence and trust in their treating doctors, consistent with 2021. Moreover, 82% felt they were ‘always’ treated with dignity and respect, unchanged from 2021.
Responses concerning the support provided by staff for fundamental needs remained relatively stable in 2022. Seventy percent reported ‘always’ receiving help to wash or stay clean, and 75% stated they were ‘always’ offered food meeting their dietary needs or requirements.
However, when patients were asked to rate their overall inpatient experience, the proportion giving a score of nine or higher out of ten declined to 50% in 2022, down from 52% in 2021 and 56% in 2020. The latest survey results also highlighted concerns about waiting times, staffing levels, and access to previously prescribed medications while on a ward.
Only 52% of respondents felt there were ‘always’ enough nurses on duty to care for them in 2022, down from 55% in 2021 and 62% in 2020. Furthermore, 62% said they were ‘always’ able to get staff assistance when needed, down from 63% in 2021 and 67% in 2020.
While 70% of respondents reported being ‘always’ able to take their previously prescribed medication while on a ward, this figure decreased from 72% in 2021 and 75% in 2020. Thirteen percent claimed they were ‘never’ able to take their medication in both 2022 and 2021, up from 12% previously in 2020.
The survey also indicated room for improvement in discharge experiences. Only 38% of respondents stated they were involved ‘a great deal’ in decisions about their discharge, and less than half (45%) ‘definitely’ knew what would happen next in their care after leaving the hospital.
The 2022 survey revealed variations in experiences based on patient demographics and hospital circumstances. People admitted for emergency care, those considered frail, individuals with conditions like Dementia, Alzheimer’s, or neurological conditions, and younger patients (aged 16-50) reported less positive experiences in several areas. In contrast, older patients, those hospitalized for elective admissions, and individuals with short hospital stays tended to be more positive about their care.
In addition to a national report, the CQC has published results for each of the 133 individual trusts that participated in the survey. A report identifying trusts with better or worse performance is also available for public reference.
Dr. Sean O’Kelly, Chief Inspector of Healthcare, commented on the findings, acknowledging the dedication of frontline healthcare professionals in the face of NHS pressures. He emphasised the need for improvement in areas like discharge arrangements and information provision. Dr. O’Kelly also highlighted the impact of the NHS’s elective care backlog on patients’ waiting times and health.
The CQC has shared the survey findings with participating trusts to help them identify areas for improvement. These results will continue to inform the monitoring of hospital service quality and guide future inspections.
