PEP Health - What patients think 2: Trends and variation in patient experience across hospital trusts in England 2020-21 (21 October 2021)

Summary

The Patient Experience Platform (PEP) is a listening tool which offers a new approach to collecting and analysing the views of patients on health services. The platform delivers comprehensive real-time reporting of what patients think about their care and provides actionable insights to inform operational decisions.

This second annual report explains how PEP data is collected and analysed and explores some key findings on trends and variations in patient experiences across hospitals in England.

Content

The report highlights a dip in patient satisfaction with NHS services, probably due to the impact of the Covid-19 pandemic. The data also demonstrates increased variation in patient satisfaction between different providers. Trends identified in the report include:

• Sharp falls in ratings for maternity provision across England
• Significant variation in ratings for different A&E departments
• Falls in rapid access to care across whole trusts

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