Royal Devon’s urgent and emergency care services trusted by patients, according to national survey

The Royal Devon University Healthcare NHS Foundation Trust’s urgent and emergency care services have scored well in the latest national patient experience survey, with the results showing services scoring in the highest ranks across several questions.

The Care Quality Commission’s (CQC) urgent and emergency care survey asked people who visited the emergency department (ED) at either the Royal Devon and Exeter Hospital (Wonford) or the North Devon District Hospital in September 2022 what they thought about their experience. The survey also included people who attended our MIU in Honiton.

While average scores are down nationally since the last CQC survey, especially around waiting times and time spent in these departments, the survey results do show areas of positive improvements within our services.

In total, 295 patients who attended one of our EDs responded to the survey. Highlights from the survey results include:

• Patients being able to get help from staff if they needed attention
• Health or social care staff having information about patients' visit to ED
• Staff telling patients what symptoms of their illness to watch out for when they are home
• Staff members explaining purpose of medications in a way the patient can understand

For Honiton MIU, 225 patients responded to the survey, with highlights from the results including:

• Staff discussing patients' transport arrangements before they leave the MIU
• Length of patients' visit
• Staff giving patients enough information to help them care for their condition at home
• Health or social care staff having information about patients' visit to the MIU

Both surveys also highlight areas where patient experience could improve, including around staff helping patients with any communication needs they have, patients being given enough privacy when discussing their condition with receptionists, and family members, friends or carers having enough opportunity to talk to health professionals.

Chris Tidman, Deputy Chief Executive Officer at the Royal Devon, said: “Despite increased pressure and demand on our urgent and emergency care services, it’s fantastic to see that our patients continue to have confidence in our colleagues and feel involved and informed in the care and treatment they receive.

“These results are a testament to the hard work and dedication of our colleagues and something they should be proud of. We know there are areas where we can improve though, and we will use these results to help address those concerns and make sure our services can provide the best possible experience for our patients.”

Further information on the results of the survey can be found at: www.cqc.org.uk/uecsurvey