Big Gap in Hospital Provision

2.31.46pm BST (GMT +0100) Tue 20th May 2008

A national survey of patient satisfaction with hospitals shows that there is a big gulf in public ratings of quality between the popular and highly rated hospitals like the Royal Marsden cancer hospital and some of the less regarded district general hospitals, particularly those in London. Ealing was rated the worst of 165 hospitals surveyed; the West Middlesex was in the bottom 20%; and Kingston was just above the 20% band, but below average.

The West Mid had an overall satisfaction rate of 72% as against 92% for the best (Norfolk and Norwich) and 65% for the worst (Ealing). Of 72 questions asked of patients the West Mid was in the bottom 20% on 28 of them (and the top 20% in 2). It scored especially badly on "confidence and trust in the nurses", and similarly in relation to the doctors; nurses and doctors "talking in front of you as if you were not there"; lack of help and advice with post-hospital medication and contacts. Kingston fell into the lowest 20% on 16 tests (and was in the top 20% for 4).

Vincent Cable MP said: "It is always dangerous to take these league tables out of context but they do seem to confirm the relatively negative stereotypes which local hospitals struggle with. A lot of investment has gone into the West Middlesex and it is a matter of concern to see the negative public views of the nursing and clinical staff - though it should be stressed that these are relative measures, compared to other hospitals, rather than absolute measures of satisfaction.

"These comments, which reflect the judgements of patients, may prove to be very important since the Government is saying, in its draft Queen's Speech, that, in future, payments to hospitals will be paid in the basis of patient satisfaction."