There is a strong correlation between high rates of staff satisfaction and improved patient experiences, according to the chief executive of the Care Quality Commission (CQC).
David Behan CBE described the link between the two as powerful, providing an invaluable opportunity for trusts to improve their services.
He told the National Health Executive that it is crucial that any organisation, be it a hospital trust or business, gets feedback from those using its services, so they know that it is working for them.
At the iWantGreatCare’s 7th National Symposium: ‘Building fantastic staff morale, improving quality and reducing costs’ event, Mr Behan gave a presentation about the powerful link between staff and patient satisfaction.
He said that over the years, the CQC has trialled numerous methods to discover what people think about their care, which has been invaluable to its work..
“For instance, our inspectors will speak to the public and patients before, during and after the inspection; we have contact with overview and scrutiny committees; and we make contact with local Healthwatch groups as part of our inspection,” said Mr Behan.
“But we also have some direct channels which we call ‘Tell us about Your Care’ where people can share their experience. The majority of this is through email, and we get lots and lots of feedback. About three-quarters of the information we get is a concern, and the other quarter is usually about positive experiences. It is valuable to us.”
The CQC also analyses the comments about services which are posted on NHS Choices, Patient Opinion, iWantGreatCare, among other services.
Further to this they run regular national surveys and have many arrangements in place with organisations that people visit to share their care stories.
The reason the CQC is interested in patient surveys is because of the distinct correlation between staff satisfaction and high patient satisfaction.
“It gives us an insight – it isn’t definitive – into what the reporting and safety in a trust is like,” said Mr Behan.
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