Listening to the people we serve and acting on what they tell us is at the heart of our strategy to improve the patient experience.

Nine out of 10 patients rate our care as 'excellent', 'very good' or 'good'

The latest national inpatient and outpatient surveys have identified high levels of patient satifaction with Barts and The London, as well as priorities for improvements.

Barts and The London continues to take part in the national patient survey programme. In 2009/10 we undertook surveys of inpatients, outpatients, children and young people, and patients who had been through A&E. We also undertake our own bedside surveys with patients before they go home. The results of the surveys inform our plans for improvement and help us to focus in areas where more detailed feedback is required.

In the 2009 inpatient survey, 334 patients responded. The majority of patients report positive experiences of Trust services and stated that the following areas had improved significantly since the 2008 survey:

Accident and emergency waiting times for admission to a bed on a ward

Shared sleeping area with opposite sex

Doctors hand washing frequency

Key results showed that:

• Overall care was good/excellent 75%
• Doctors and nurses worked well together 75%
• Patients always had confidence and trust in the doctors 79%
• The hospital room or ward was very/fairly clean 92%
• There was always enough privacy when being examined or treated 84%

Barts and The London Trust also conduct frequent surveys of other patient groups and regularly ask service users about their satisfaction with services. Results are used to inform improvements to the quality of care and hospital services. There are many ways patients and carers can provide feedback or comments about the Trust, talking with staff, using the Real Time Feedback survey machines within most clinical areas, through the PALS service or the NHS Choices website. The Trust works with local community groups to review services and planned improvements.