NHS England inpatient experiences are improving slowly but remain below pre-pandemic levels in many issues with some still seeing signs of decline.
Data from the 2024 edition of the Care Quality Commission’s (CQC) annual survey found the majority of respondents were positive about their interactions with doctors and nurses – as has been the case in previous years.
However, the results highlighted waiting lists and discharge information as particular areas of concern, while people with a disability and those who were considered frail reported poorer than average experiences for all questions analysed.
Worse than average experiences were also described by respondents who had been admitted as an emergency, those who had dementia, Alzheimer’s disease or another long-term condition for most questions.
The figures have been released on the same day as NHS England published the first edition of its high-profile NHS trust ratings.
Medical staff applauded
The CQC’s adult inpatient survey has been carried out annually since 2002. For the latest edition, the regulator captured the views and experience of more than 62,000 people who stayed in one of 131 acute and specialist NHS trusts in England for at least one night during November 2024 last year.
Care and attention from medical staff were among the most positive aspects of the findings.
A high proportion of people surveyed (80.1%) said they always had confidence and trust in the doctors treating them and 82% felt they were always treated with dignity and respect – both unchanged from 2023.
Most respondents felt that they were able to talk to hospital staff about their worries and fears to some extent (60.4% always and 30% sometimes) and more than a third (36.8%) said staff involved them a great deal in decisions about their care and treatment – up from 34.7% in 2023.
Likewise, the proportion who felt there were always enough nurses on duty edged up from 55.7% in 2023 to 57.9% in 2024.
Satisfaction fallen
However, the long-term trend revealed that satisfaction levels had fallen over time for many questions where a year-on-year comparison was available, the CQC noted.
This was typified by the effect of long waiting times before receiving treatment.
In 2024, two in five respondents who were in hospital for elective care said they would have liked to have been admitted either a lot sooner (19.9%) or a bit sooner (22.2%).
Notably, 43% said their health deteriorated while waiting to be admitted, with 25.5% saying it got a bit worse and 17.7% saying it got much worse.
The proportion of people who felt they waited a bit too long (15.4%) or far too long (17.8%) to get a bed after arriving at hospital had changed little since 2023.
However, results for this question over time showed a downward trend since 2020 when the figures were just 12.2% and only 7.9% respectively, the CQC highlighted.
Responses about information and support provided at discharge were also less positive.
One in five (19.9%) said hospital staff did not discuss whether they would need any additional equipment or changes to their home after leaving hospital, but would have liked them to. Furthermore, less than a half (47.5%) felt they definitely got enough support from health or social care services to help them manage their condition after leaving hospital, and 23.1% said they did not receive enough support.
‘Encouraging improvements’ and ‘lack of progress’
CQC chief inspector of hospitals Dr Toli Onon emphasised that despite the pressures facing the NHS, most people surveyed continued to report positively about their interactions with hospital staff.
“That feedback is a testament to the efforts of frontline healthcare professionals working tirelessly to provide high quality care to those that need it,” she said.
“Results relating to the availability of staff and people receiving help when they needed it, show encouraging improvements since 2023 and that is great to see.”
“However, the lack of progress in areas such as discharge arrangements and in people feeling they received enough information – particularly when leaving hospital – is disappointing.”
She added there were worrying reports of lengthy waits and the proportion of people whose health deteriorated while waiting for elective care was a real concern.
“We know that trusts are working incredibly hard to see people as quickly as possible and to manage the flow of patients from admission through to discharge, in order to maximise capacity for care provision,” Dr Onon continued.
“The latest NHS performance figures indicate an improvement against the 18-week target – but overall, waiting lists remain stubbornly high.
“As pressures continue to mount heading into winter, ensuring safety, effectiveness of care and the best possible experience throughout the entirety of the patient journey must be a priority for all parts of the health and care system.”