In-Patient Satisfaction in Belfast City Hospital 2000

1 Introduction

1.1 Background

In 1998, the Eastern Multifund (EMF) approached the Eastern Health and Social Services Council (EHSSC) to assist them in conducting a study to assess the quality of services being purchased for patients. After discussion, it was decided that the Belfast City Hospital Trust should be approached to take part, as at that time the EHSSC had a Patient Representative in this Trust.

The EHSSC represents the interests of the public within the Eastern Health and Social Services Board area and has a responsibility to monitor services and identify gaps in service delivery. In acting to protect the rights of users of health and social services, it seeks to make the delivery of services more responsive to user need.

The EMF is a co-operative of 60 GP fundholding practices in the Eastern Health and Social Services Board area. Eastern Multifund staff support these practices with the administrative and management workload associated with fundholding, including contract negotiations, contract formulation and monitoring of contract performance.

1.2 Project Aims and Objectives

This project aimed to obtain the views of in-patients (receiving elective treatment only) in the Belfast City Hospital Trust. The project had as its objectives:

• to describe patients' perceptions of the quality of service received.
• to establish what choices and information were provided to patients.

1.3 Context

The Charter for Patients and Clients sets out the standards which users of health and social services can expect to receive, as well as specifying the information which they should receive, and what they can do if the standards are not met.

Patient satisfaction involves many influencing factors. Quality of care is often influenced by access rather than clinical outcome, with patients considering how quickly they can get treatment and assuming that, once they are treated, everything will be fine . This study was designed to ascertain patients' satisfaction with their experiences of Belfast City Hospital Trust, from out-patient appointment to in-patient stay.