Dimension: Patient and Family Experience

Rationale for Measurement

The RCSI Hospital Group wishes to provide opportunities for patients and families to engage in relation to their experiences of care. Obtaining this feedback will mean it can be used to improve care for all patients. To enable this, the Hospital Group is working towards a mechanism of capturing the patient’s experience. Participation in the National Patient Experience Survey (NPES) is one of the methods used to collect this data. The NPES Programme is a joint initiative by the Health Information and Quality Authority (HIQA), the Health Service Executive (HSE) and the Department of Health.

Measurement Methodology and Data Sources

All adult patients, with a postal address in the Republic of Ireland, who spent 24 hours or more in one of the 40 participating hospitals and were discharged during May 2018 were asked to complete the survey. In total, 4288 patients of the RCSI Hospital Group were invited to participate in the survey and 1931 completed responses have been returned. Ref: https://www.patientexperience.ie

The final datasets are listed below and have been broken into 5 themes:

  1. Overall rating
  2. Admissions
  3. Care on the Ward
  4. Examination, Diagnosis and Treatment
  5. Discharge/Transfers
RCSI Hospital Group
  • RCSI Hospital Group has demonstrated or sustained performance improvement in relation to the overall patient experience in 2017, 2018 and 2019

Connolly

  • Connolly Hospital has demonstrated or sustained performance improvement in relation to patient experience in 2017, 2018 and 2019

Cavan

  • Cavan / Monaghan Hospital have sustained improvements in the theme of Care on the ward
  • Cavan / Monaghan Hospital demonstrates decreased performance in Admissions, Examinations, diagnosis and treatment, Discharge or transfer and overall experience.

Our Lady of Lourdes

  • OLOL Hospital has demonstrated or sustained performance improvement in relation to patient experience in 2017, 2018 and 2019

Beaumont

  • Beaumont Hospital has demonstrated or sustained performance improvement in relation to patient experience in 2017, 2018 and 2019

Rationale for measurement

  • Patient complaints have been identified as a valuable resource for monitoring and improving patient safety.
  • RCSI HG staff work very hard to get everything right first time, but understand that not all patients may be happy with service provision. However if staff can get their response to complaints right in terms of explanation of problem experienced and efforts introduced to prevent further reoccurrence, then patients effected are less likely to be unhappy and future problems can be prevented.

Measurement methodology and data sources

  • Local data set from monthly hospital performance metrics. No national data.

Target

  • 75% of complaints resolved within 30 days.

Performance

RCSI Hospital Group

  • RCSI Hospital Group did not achieve target for reporting period (74.0%)
  • commencing with January 2019 data, complaint KPI data is reflected as rolling 12 months data
  • commencing with September 2019 data, complaint KPI data is reported 2 months’ retrospectively to allow sites to close their complaints within the timeline

Rationale for measurement

Parliamentary Questions (PQs) can be posed by any members of the Oireachtas and provide Ministers with regular opportunities to report publicly on matters for which they are responsible. There is a statutory requirement for all state bodies to respond in full to all referred PQs within a maximum of 10 working days as per Dáil Éireann Standing Orders relative to Public Business 2016, section 41(A).

Measurement methodology and data sources

  • Compliance % with <10 working days
  • HSE National Data Base

Target

  • Overall target is 85% waiting <10 days for response letter to be issued

Performance

National Performance Comparator

  • RCSI is the only Hospital Group nationally achieving target for YTD 2019.