Report Counties Manukau Health

5
October
2017
Inpatient Experience

The Nine Fundamentals of Care

Fundamental care involves actions on the part of the healthcare team that respect and focus on a person’s essential
physical, psychological and relational needs to ensure their physical and psychological wellbeing. These needs are
met by developing a positive and trusting relationship with the patient, family/carers. The delivery of this care
often goes unnoticed, in part because it is primarily concerned with meeting everyday basic human needs we take
for granted. In this report we wanted to understand what our patients have told us about how well we are doing
across nine comprehensive fundamental areas of care distilled from the literature.1 Next month we will look at
patient feedback to understand where any improvements or changes can be made.
Jenny Parr
Director of Patient Care, Chief Nurse and Allied Health Professions Officer

Communication
INTERPERSONAL COMMUNICATION, INFORMATION SHARING,
DOCUMENTATION, CARE COORDINATION, TEAM WORKING
71% SEVEN out of 10 patients
say that staff
ALWAYS INTERPERSONAL COMMUNICATION

talk in ways that are 78% OF PATIENTS ALWAYS HAD THEIR views
taken into account and respected.
EASY TO
68%
OF PATIENTS COULD DEFINITELY TALK TO
n=1185 UNDERSTAND. STAFF ABOUT THEIR WORRIES AND FEARs.

(Doctors 73%, Nurses/ Midwives 72%, Other staff 68%)

n=1127

72% of inpatients say that staff

A LWAYS L I ST E N E D
(Doctors 73%, Nurses/ Midwives 72%,
n=1129 Other staff 71%).

T EA M WO R K I NG COORDINATION OF SERVICES

75% oftheinpatients rate Prior to admission

way doctors and
nurses work together 71% rated very good
or excellent,
as very good or
excellent.
83% 12% rated
fair.
poor or

of inpatients say
62% of inpatients rate the they got exactly After discharge

60% or excellent,
way other staff work the right amount rated very good
together with their of information they
healthcare team as needed. n=1173 rated poor or
very good or excellent.
n=1194
20% fair. n=978

1
Waitemata District Health Board (2016) Defining the fundamentals of care - A blueprint for quality.

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 Clinical monitoring and management
ASSESSMENT AND MANAGEMENT OF PHYSICAL STATUS,
MONITORING VITAL SIGNS, MONITORING THE DETERIORATING
PATIENT, TIMELINESS OF CARE, CLINICAL CARE

79%
52% ONE in every 10
patients say they
OF INPATIENTS
SAY THEY ALWAYS

of inpatients OFTEN
got
HAD CONFIDENCE
AND TRUST
ALWAYS n=1138
IN THE STAFF
received CONFLICTING TREATING THEM.
test results
in a timely
INFORMATION (Doctors 81%, Nurses/ Midwives
manner. from different 76%, Other staff 79%).
staff members. n=1166 n=1173

71% of patients 62% of patients

64% of patients ALWAYS had enough ALWAYS had
ALWAYS had enough time with NURSES enough time with
time with DOCTORS. AND MIDWIVES. ADMINISTRATION STAFF.

Care environment
TIDINESS, CLEANLINESS AND MAINTENANCE OF ENVIRONMENT,
INFECTION PREVENTION AND CONTROL, CULTURE

65% of patients n=946

say their hospital 84%
56% room or ward was
VERY CLEAN. n=1220
of inpatients
said that the of inpatients said staff
toilets and
bathroom were
Visitors should NEVER be allowed to
use patient toilets & bathrooms...
A LWAY S
VERY CLEAN. sanitised or washed
there should be a notice on every
bathroom to notify the public...I their hands before
10% said was so sick and then to use touching them.
they weren’t
very clean. those dirty toilets was absolutely (Doctors 85%, Nurses/
disgusting...” Midwives 83%, Other staff 83%)
n=1220

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 Comfort and pain management
PAIN MANAGEMENT, PHYSICAL COMFORT, END OF LIFE CARE, REST
AND SLEEP, CARING ENVIRONMENT, INVOLVING FAMILY
51 patients rated us on COMFORT and WARD NOISE

78% of
inpatients
felt staff did
EVERYTHING
THEY COULD to
Four out of 10 rated Two out of Four out of 10 rated
manage
this as VERY GOOD 10 rated it this as FAIR or POOR.
their pain. n=886
or EXCELLENT. GOOD. n=51

53% of inpatients said that SEVEN in every 10

their whaanau, family or friends patients (73%) say they were
were DEFINITELY made TO FEEL DEFINITELY
WELCOME and had enough treated with
opportunity to TALK TO THE
HEALTHCARE TEAM.
EMPATHY AND
n=778 COMPASSION.
n=1213

Respect, privacy and dignity

MAINTAINING CONFIDENTIALITY, PRIVACY AND DIGNITY, RESPECT
FOR VALUES, AND BELIEFS, CONSENT, INFORMED CHOICE

Of the 52 patients who told

us PRIVACY was important to
them, 22, or 42% rated this as
POOR or FAIR. n=52

SIX in every 10 patients (64%)

say they were as involved as
they wanted to be in
DECISIONS ABOUT THEIR
CARE AND TREATMENT.
84%
of inpatients say they had all the
information they needed to make
INFORMED CHOICES
about their care and treatment. n=1219
n=1166

NINE out of 10 inpatients (90%) told us that their VALUES, BELIEFS AND
CULTURAL NEEDS were ALWAYS RESPECTED. n=590

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 Nutrition and hydration
Three in every 10 patients
need help to eat their meals. DIETARY NEEDS
Of these, 52% say they
ALWAYS Six in every 10
got the patients have n=1178
dietary needs.
HELP THEY
NEEDED. n=362
Of these,
56% say
56% Just over half of our patients
(55%) rate our food as
these needs GOOD (34%)
were ALWAYS or
met. n=718 VERY GOOD (21%).

Safety and prevention

Nearly SIX in every 10 patients (59%)
COMPLETELY AGREE
that a staff member told them about MEDICATION SIDE
EFFECTS to watch out for when they got home.*

Personal care
Just over HALF (54%) of patients
have difficulty doing everyday
activities because of a health
condition or disability. 78% of patients
HALF of these (57%) COMPLETELY AGREE
that if they needed help getting
DEFINITELY to the toilet or using a bedpan,
n=488 got the HELP THEY NEEDED. that they got it IN TIME.*

Self care
SIX in every 10 patients (61%)
say they were
DEFINITELY
55% of patients involved in
n=1126

n=1185
COMPLETELY AGREE decisions
47% of patients they received ENOUGH
about their
say we prepared them DISCHARGE FROM HOSPITAL.
INFORMATION to manage their
VERY WELL condition after discharge.*
Source: CM Health Patient Experience
Survey 01 March - 31 August 2017
for leaving hospital. *HQSC National Patient Experience Survey

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