Media Release

Patient care, experience and satisfaction improves at QEH with more work still to be done

The 2020 National Inpatient Survey results – published today – show care, experience and satisfaction for patients treated at The Queen Elizabeth Hospital King’s Lynn NHS Foundation Trust (QEH) has improved in some areas but identifies there is still more work to be done.

The survey, conducted by Picker, invited 1,250 inpatients over a 3-month period.  The response rate was 43% which was just below the national average of similar organisations (45%). The results have since been standardised by the CQC and benchmarked against participating Trusts from across the country.

The two main areas where the Trust scored better than the national average was:

  • Explaining how people will feel after their operation  
  • Asking patients for feedback on their care and on how the Trust can make improvements

The Trust will now turn its focus to improving in the areas where it scored below the national average, which are:

  • The perception by inpatients that there were not enough nursing staff on duty
  • The feeling by inpatients that there was not a clear contact within the hospital to speak to if they had worries or concerns after they had left hospital.

In response to feedback from patients and families, the Trust has already introduced a team of Family Liaison Officers who are dedicated to helping patients keep in touch with their families and loved ones during their stay.

QEH believes that receiving safe and good care should be a fundamental part of anyone’s stay or visit. The Trust is working in partnership with Healthwatch Norfolk to create a Patient Experience Strategy which it will develop with the local community in the months to come so that the opinions of patients can be incorporated into their continuous improvement journey.

Quotes from our inpatients who completed the survey include:

All of the doctors I saw were brilliant and the theatre staff were second to none. Nothing was too much trouble, everything was explained and such a lovely group of people. “

Everything was very good, food very good, nursing care excellent even under the strain of covid, doctors explained all they could to me in layman’s terms.”

“Excellent all round pre op and post op care.”

“Food was very good, as was the general care.”

Caroline Shaw CBE, Chief Executive at QEH commented: “Today’s results provide further evidence that we are improving patient and family experience. This is testament to the dedication, compassion and skills of our teams at QEH. We are committed to providing the very best possible patient care and these survey results show how far we have come, whilst reminding us where we have more work to do to ensure our patients and their families more consistently get the experience we would wish them to in our care, receiving kindness and compassion every time.” 

Alice Webster, Chief Nurse at QEH added: “These latest survey results are one of the many ways in which we measure patient experience at our hospital and provide really important feedback from which we will learn to make further improvements for our patients and their families. The Trust is pleased to hear that our patients are seeing continued improvement, although we are not complacent and want to continue to improve. Thank you to every member of Team QEH for their unrelenting focus on delivering safe, compassionate and kind care during the most difficult year in history for the NHS and QEH.”

Alex Stewart, Chief Executive of Healthwatch Norfolk commented: “These results demonstrate the dedication and hard work of the team working across the Queen Elizabeth during a period of great turmoil and uncertainty over the past year. The results reflect the collective desire of all staff to come out of the special measures that the Trust was placed in a couple of years ago. QEH is keen to hear from patients and carers and actively act on the feedback they receive in order to both achieve successful outcomes for the patients and learn from areas where people think improvements can be made.”  


For further information, please contact