Northampton General Hospital sees spike in NHS patient satisfaction amid COVID-19 pandemic

New data from Patient Experience Platform (PEP) has shown that NHS patient satisfaction has hit 90 per cent in Northampton, a year-on-year increase of 22 per cent.

The findings come at a time of overwhelming general positivity towards the NHS, as front-line healthcare professionals continue to battle the coronavirus pandemic.

Debra Shanahan, deputy director of nursing and patient services, said: “We are delighted to have received such positive patient feedback from our community. Our teams strive to put our patients at the heart of everything we do and we are proud to have continued this throughout the Covid pandemic.

“During Covid we have had to work very differently to support our patients and their loved ones and ensure they have a positive experience with us. This has included creating new relative helplines, patient property drop off points, facilitating video calls and much more.

"We have been overwhelmed with the support that Northamptonshire has shown us over the past few months, and this news will undoubtedly provide a huge morale boost for our team at NGH."

PEP’s data is collected from publicly available online platforms to provide detailed insights into the standard of care offered by the NHS and private hospitals.

This data is then analysed to generate a collective judgement score, which is used by the Care Quality Commission reviews.

Dame Barbara Hakin, former deputy CEO of NHS England, added: “While the NHS is truly committed to listening to patients it has never captured their views in a large scale and meaningful way, which limits its ability to shape services to deliver better outcomes and experience.

"PEP offers a digital solution to collecting and analysing the views of many, many users of the service and their families, drawing from channels citizens use already. These insights will be hugely important in supporting the improvement of our NHS.”