The research by the NHS Confederation says things that matter to those in hospital – such as pain control, privacy, keeping the noise down, and simply talking to them and being cheerful and upbeat – are often ignored by staff.
The report partly blames care scandals at NHS Trusts in Maidstone and Tunbridge Wells and Mid Staffordshire – where patients were so thirsty they had to drink out of flower vases – on inattentive staff.
‘Several recent high-profile serious failures suggest that boards can be far too removed from what is happening at ward levels and that they often do not have the necessary information to gauge and act on the experiences of patients,’ says the report.
The UK came bottom of the 2010 Commonwealth Fund appraisal of healthcare services in seven countries for patient-centred care while NHS surveys show 200,000 patients a year have a ‘negative’ experience of hospital care.
Patients who feel they are listened to and are comfortable are less likely to develop complications or need readmission, according to case studies from the U.S..
They suggest death rates are lowered and there are better long prospects for patients.