Patients at the Countess of Chester Hospital report high levels of satisfaction with maternity care

Patients surveyed from June to September at the Countess of Chester Hospital have rated higher levels of satisfaction than the national average in antenatal, birth and postnatal care, showing further signs that patients are feeling the benefits of efforts at the Trust to transform and ensure exceptional and safe care.

The latest quarterly results from the Friends and Family Test survey shows patient satisfaction is in line with the national averages for Inpatient and Outpatient services, however they were most satisfied with Maternity services.

The postnatal ward in particular stands out as showing the highest levels of satisfaction amongst patients at the Trust. Nearly all maternity patients surveyed – 97.9% – were satisfied with the ward compared to the national average of 92% satisfaction.

One anonymous comment from the survey about the postnatal ward read: 

“The staff were so friendly, and nothing was ever too much trouble. I can't thank everyone enough for all the help we had. It was so reassuring knowing me and my new baby were in good hands after a c-section when I was really struggling to get around. Thank you!”

The national Friends and Family Test is a quick and anonymous way to give views after receiving NHS care or treatment and helps hospitals and other services to understand whether patients are happy or where improvements are needed.

Sue Pemberton, Director of Nursing & Quality and Deputy Chief Executive Officer, at the Countess of Chester Hospital NHS Foundation Trust said: 

“Patient and family feedback is an essential ingredient in our recently launched five-year strategy to transform care, with these latest survey results showing that the hard work and determination of our staff to improve services is paying off, particularly within maternity services.

“More and more patients are completing the Friends and Family Test – which is one of the main ways we collect their feedback – and I’d urge anyone who wants to tell us about their experience to do so with this quick and simple form, which can be found on our wards and outpatient areas.”

These survey results are the latest sign that patients are continuing to feel the benefit of efforts to improve services at the Trust.

Two weeks ago, an annual survey of maternity patients for the Care Quality Commission showed that women and birthing people were positive about their maternity care, with several improvements compared to the year before. And last month, the same survey of emergency care showed patients were reporting significant progress in key areas, with 94% of patients reporting that that they had confidence and trust in the doctors and nurses within emergency care. Some of the Trust’s scores were amongst the highest in the region, including for care and treatment, information about recovery at home and the overall experience patients had of the department.

This increasing patient satisfaction demonstrates the success of the newly implemented six-step patient and family experience vision earlier this year, which has been developed by frontline staff to enhance care, compassion, and quality.

The opening of the new Women and Children’s Building in summer next year is expected to boost experiences for patients at the Trust and continue to ensure increasing satisfaction.