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Patient experience

We want to ensure that the experience patients have when they come to Papworth Hospital is as good as it can be. To do this we have a range of ways of gathering feedback from patients. We use the information we learn from this patient feedback to continually improve the services we provide.

Patients have once again placed Papworth Hospital in the highest scoring 20% of Trusts in England. They rated the hospital in the highest scoring 20% of trusts in 50 out of 61 questions according to the Care Quality Commission’s  (CQC) comparison with 161 other Trusts.

This eighth national survey of adult inpatients showed that for questions about doctors Papworth Hospital scored 9 out of 10 and for questions about nurses scored 8.8 out of 10. To see the results of the latest National Inpatient Survey please click here.

 In the National Cancer Patient Experience survey Papworth Hospital patients scored in the top 20% of hospitals for 36 of the survey’s 59 questions. Read more about this survey.

 We gather information about patient experience from the following sources:

 External sources:

  • Patient Experience Panel
  • National Inpatient Survey
  • National Outpatient Survey
  • National Diabetes Inpatient Audit
  • National Cancer Patient Experience Survey
  • National Cancer Audit
  • Local Involvement Network Surveys
  • Patient Advice & Liaison Service (PALS) concerns
  • Compliments
  • Complaints
  • NHS Choices website
  • Patient Recorded Outcome Measures (PROMs) - see below

 Internal sources:

  • Monthly patient stories (structured interviews with inpatients by matrons)
  • Quarterly focus groups (staff feedback)
  • Weekly executive walk-arounds by director of nursing (fortnightly with the chief executive and on an ad hoc basis with the chairman and non-executive directors)
  • Cardiac support telephone link line
  • Questionnaires based on Essence of Care Themes
  • Ward suggestion boxes


  • Nurse-led bronchiectasis service audit
  • Patient guide to receiving a transfusion audit
  • Physiotherapy patient satisfaction survey
  • Transplant Continuing Care patient satisfaction survey
  • Rehab patient satisfaction survey

 Patient support groups:

  • Pulmonary Hypertension
  • Immunology and Lung Defence
  • Mesothelioma
  • Pulmonary Fibrosis


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