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Monitoring quality

Netcare aims to provide a high quality experience for patients, their families and other visitors.

We are committed to solutions that deliver a positive, measurable patient experience and environment.

Measuring patient satisfaction

We have designed patient satisfaction surveys that cover the quality of staff, service received and the environment experienced within our facilities. The surveys also offer space for suggestions, and provide details of the complaints process.

The assessment tool, a paper questionnaire, is:

• Holistic and covers a range of issues including clinical performance, quality of are as well as the physical and interpersonal environments
• Relevant to the patient’s experience
• Flexible, allowing patients the opportunity to share their individual thoughts
• Anonymous, encouraging honest feedback, which would allow Netcare to improve their services
• User-friendly, encouraging its completion

Every patient is asked to complete this survey. Information from the questionnaires is captured and processed on a daily basis and the results are collated into monthly reports which are analysed to contribute to our continuous service improvement.

We welcome patient feedback at any stage within the care pathway, and the results of patient satisfaction surveys are published annually for the benefit of patients, prospective patients and staff.

The results of these surveys to date have been extremely positive. Around 97% of all patients surveyed were satisfied or very satisfied and would recommend Netcare to others.

The Greater Manchester Surgical Centre has been operational since May 2005 and treated over 1,100 patients. 98% of surveyed respondents were satisfied or very satisfied with the care. 100% of them would recommend Netcare to friends and family.

These results are also reported monthly to the Department of Health and to the Healthcare Commission on an annual basis. The results are also uploaded regularly onto the Netcare website.

Patients can also give their feedback: info@netcareuk.com.

Complaints procedure

Patients, their family, friends and public have the right to make a complaint and be heard with understanding, courtesy and dignity. On admission, all patients will be advised that a mechanism exists for the impartial management of complaints. The complaint will be investigated thoroughly, speedily and impartially and the complainant will be informed of the results. Patients are also able to complain to the Healthcare Commission.

Netcare has developed a robust complaints policy for our operational facilities. This policy is continuously updated following input from our Policy Committee and we work closely with the Healthcare Commission to refine the current policy.

Again, patients can also give their feedback anonymously: info@netcareuk.com.