PERFORMANCE: East Kent Hospitals University Foundation Trust scored an average of 50 for accident and emergency and 70 for inpatients in the “friends and family” test over the first quarter of 2013-14.
This gave it a combined net promoter score from both A&E and inpatients of 54 for the quarter, which was less than the national average of 64.
However, it suffered an average response rate of only 1.2 per cent for its inpatient wards for the quarter, compared with the national average of 24 per cent.
Its combined response rate for both A&E and inpatients for the quarter was 2.8 per cent, compared with the national average of 13.3 per cent.
The first dataset from the patient experience test was published by NHS England on 30 July, covering April, May and June.
For A&E wards, the trust scored 49 in April, 52 in May and 74 in June. The response rate was 4.6 per cent in April, 4 per cent in May and 3.1 per cent in June – well below the government’s 15 per cent target.
For inpatient wards, it scored 67 in April, 74 in May and 70 in June. But the response rate was just 0.5 per cent in April, 0.6 per cent in May and 2.7 per cent in June – the lowest for any trust in the country.
The test is based on one question: “how likely are you to recommend our ward/A&E department to your friends and family if they needed similar care or treatment?”
Patients are presented with six responses ranging from “extremely likely” through to “extremely unlikely”, which are linked to scores ranging from 100 through to -100.
Nationally in June 36 wards out of 4,500 across the country scored an overall negative figure, down from 66 in April.
Two of East Kent’s wards scored negatively during the quarter, but these were generally accompanied by low response rates. Both negative scores occurred in April.
The coronary care unit at Kent and Canterbury Hospital scored -50, based on two responses, and the Kings D Female ward at William Harvey Hospital scored -100, based on one response.
30 July 2013