Patient and Client Experience
Patient and Client Satisfaction
Listening to what our patients and clients tell us about our services is a corporate priority. We
realise that the experience of the patient is a key measurement of the quality of our services. We
have concentrated great effort in developing the most effective methodologies to measure the user
experience and to ensure that information is available to staff at all levels from the frontline to the
Board.
Work is underway across the Trust to develop integrated User Experience and Personal and Public
Involvement arrangements in collaboration with a range of key partners.
Acute Inpatient Care User Experience Programme
Inpatient survey results show high levels of satisfaction as demonstrated below. Local reporting
is now compiled per sample of 20 respondents. Reporting below demonstrates the number of
responders per quarter and associated satisfaction score per quarter over the last six years.
The NI target for user satisfaction is 90%.
2019/2020 overall satisfaction exceeded the 90.0% NI user satisfaction target by 4.6%.
2019/2020 Acute Inpatient Care Satisfaction by key experience theme (%)
Goal 1: Transforming the Culture 13