Communication: Many of the problems identified in the report related to communication. When admitted to hospital, almost half (46 per cent) of those surveyed were told nothing about their daily routine and approximately one in ten (9 per cent) were not informed of their condition or treatment in a way they could understand.
Almost one-quarter of patients (23 per cent) revealed they had questions they would have liked to ask but did not. The main reasons for this included a difficulty accessing the healthcare team (40 per cent), a lack of opportunity (17 per cent) and feelings of intimidation (10 per cent).
Patients' rights: The report also highlighted a low level of awareness among patients in relation to their rights and procedures. Involvement in decision making is key to informed consent, according to the report, which revealed that 85 per cent of patients believed they were involved in decisions as much as they would have liked.
However, more than one in seven (14 per cent) reported views to the contrary. One in five stated they wished to complain about aspects of their hospital stay. Of those who did complain, just 27 per cent were satisfied with the outcome.
Environment: Several aspects of the hospital environment were highlighted in the report. One-quarter of all those questioned rated the adequacy of the public toilets as poor or very poor (25 per cent), while 14 per cent were unhappy with cleanliness of the ward, and 15 per cent were unhappy with noise levels at night.
More than one in three (36 per cent) rated the car parking facilities as poor or very poor, and one in four said the shop facilities were not adequate (24 per cent). Dissatisfaction with the quality and standard of food received during the hospital stay was voiced by 23 per cent of patients.
Staff responsiveness: Staff responsiveness was also prioritised as an area for improvement by the report. Although the majority of respondents said that staff always answered the call bell promptly (93 per cent) and that help was given in a timely manner (93 per cent), one in five patients (19 per cent) said that staff were too overworked to take care of them, and 17 per cent did not believe they saw their consultant as often as appropriate. One in nine patients said care at night was just as good as it was in the day.
Many expressed concern regarding the ability of staff to care for patients with greater needs, such as the elderly and seriously ill.