Insights from the 2024 National Inpatient Experience Survey
Since its inception in 2017, the National Inpatient Experience Survey (NIES) has offered a vital glimpse into Ireland’s acute healthcare services through the eyes of those who matter most, patients.
The National Inpatient Experience Survey is part of the work of the National Care Experience Programme, which is a joint initiative from the Health Information and Quality Authority (HIQA), the Health Service Executive (HSE) and the Department of Health. The initiative has continuously sought to improve the quality of health and social care services by asking people in Ireland about their care experiences and acting on their feedback.
This year’s findings underscore the continued importance of patient-centred care, revealing both commendable strides and persistent challenges.
Why Patient Experience Matters
Patient experience encompasses everything from being treated with dignity and respect to understanding discharge instructions. Studies consistently show that positive patient experiences correlate with better health outcomes and enhanced staff satisfaction. Listening to patients is not merely a courtesy; it is essential to building trust and driving quality improvement in healthcare.
The National Inpatient Experience Survey serves as a compass, helping policymakers and healthcare professionals identify areas that require attention and improvement. Insights gathered over time allow us to measure the impact of initiatives, fostering transparency and accountability within the healthcare system.
Highlights from the 2024 Survey
In 2024, 12,367 participants shared their perspectives on care across all 40 public acute hospitals. Encouragingly, 85% of patients rated their overall hospital experience as good or very good. Improvements were especially notable in discharge care, which historically has been the lowest-scoring stage of care. The national score for discharge rose, with gains observed in areas like receiving information on managing conditions post-discharge and clarity around medication.
This progress reflects targeted efforts by the Health Service Executive (HSE) since 2017, to enhance the provision of clearer discharge instructions, improve communication about medications, and improve aftercare planning. Yet, significant gaps remain. For instance, 15% of patients reported inadequate explanations about their medicines or their condition after leaving the hospital.
A Mixed Picture: Strengths and Challenges
The majority of patients reported feeling treated with respect and dignity and expressed trust in hospital staff. New questions added to this year’s survey revealed high levels of confidence in the safety of care received.
However, certain areas still demand urgent attention. Some patients with worries or fears reported they could not find a member of hospital staff to talk to during their hospital stay. Furthermore, younger patients, women, and individuals with disabilities consistently reported less positive experiences compared to other groups, highlighting inequities that must be addressed.
Discharge care exemplifies the balance between progress and challenges. While communication between staff and families during discharge has improved, many patients still struggle with inadequate preparation for recovery. One respondent remarked, “I live alone, and nobody asked how I’d manage post-discharge.” This sentiment underlines the need for a more holistic approach, ensuring all patients feel supported during this vulnerable transition.
Sustaining Momentum
Moving forward, the NIES will be conducted every other year, providing an ongoing opportunity to identify what is working well and what requires further improvements.
But real change requires sustained commitment. The implementation of quality improvement plans informed by patient feedback is critical, with adequate resources, monitoring mechanisms and stakeholder collaboration required to ensure success.
Conclusion: A Call to Action
The 2024 National Inpatient Experience Survey offers a patient-centred perspective of the healthcare system. It provides not only a snapshot of what is working well but also creates a compelling mandate for change. It reminds us that patients’ voices are central to healthcare reform.
By prioritising patient voices, we can create a healthcare system that embodies safety, dignity, and inclusion. These findings are a call to action for all stakeholders to use these insights to shape a healthcare system worthy of the trust placed in it by every patient and ensure that every patient feels safe, respected, and cared for at every stage of their care journey.
Written by Tracy O’Carroll, Deputy Director of the National Care Experience Programme at Health Information and Quality Authority
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