BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
Chief Executive’s Statement
Welcome to our Quality Accounts 2014, the fifth year we have
published this data. The information presented here on a broad range
of quality measures continues to grow in importance and usefulness for
patients and commissioners. Quality accounts already provide a key
metric for people to assess the strength of our 66 hospitals and clinics
against other facilities - NHS and independent - from which they might
receive their care.
For BMI Healthcare and every other private provider the importance of
comparable quality data was recently reinforced by the conclusions of
the Competition Commission’s market investigation into private
healthcare. From the outset of the inquiry BMI Healthcare supported the
principle that competition in the sector would be enhanced if private
hospitals produced comparable quality data and that competition
amongst hospitals would drive up service standards. We were therefore fully supportive when
the Commission announced in April that it is mandating the provision of greater information on
the performance of hospital operators and consultants. We wholeheartedly agree when the
Commission says that “a more transparent market with patients actively making choices will
drive hospital operators to compete on the things that matter to patients”.
Whilst we are yet to see how the Commission will ensure that this is enacted, the private sector
continues to take its own steps. Five years ago BMI Healthcare was at the forefront of the
sector’s efforts to be more open about sharing comparable quality and pricing data when we
sponsored the launch of the Hellenic Project. Today that work has been superseded by the
Private Hospitals Information Network which is working towards publishing data that will allow
patients and commissioners to make informed choices - a challenge that the sector must now
rise to. We at BMI Healthcare will continue to play our part in these important developments,
which we believe can have a significant role in driving higher quality standards.
I remain proud, but certainly not complacent, about the quality of care our hospitals provide.
Last year BMI Healthcare invested £40m in our hospitals, supporting our committed staff and
consultants to meet the challenge of providing consistently safe, high quality care. We
constantly measure our patients’ experience, and I am pleased to note that in the three months
to the end of March 2014, 97.3% of patients independently surveyed expressed satisfaction with
their care and 97.9% said they would recommend us to others. There is however always room
for improvement, and publication of comparable quality data across the independent sector can
only help.
The information available in these quality accounts has been reviewed by the Clinical
Governance Board and I declare that as far as I am aware the information contained in these
reports is accurate. I thank all the staff whose energy and devotion to improvement is
represented here and, more importantly, in the experiences of every patient who steps across
our threshold.
Stephen Collier, Chief Executive Officer
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
BMI Goring Hall Hospital has 24 private inpatient rooms, all with en suite bathrooms and a 4
bedded High Dependency Unit. Day case patients are accommodated in a 12 bedded surgical
day care unit. This accommodation is allocated to ensure that all patients are treated in a “same
gender” area. Medical day care patients are treated in the Mulberry Suite which can
accommodate 4 day care patients at any one time.
The Hospital has a wide range of inpatient and outpatient services covering many specialties,
such as Orthopaedics, Gynaecology, Urology, Gastroenterology, General Surgery, General
Medicine, Cardiology, chronic pain management and ENT.
Physiotherapy and rehabilitation services are managed by our specialist therapists.
The hospital benefits from a full range of diagnostic facilities including CT, MRI, Ultrasound,
Digital Mammography and X-ray.
The hospital treats patients with various funding routes, the majority of which are privately
funded. The hospital has successfully bid for NHS commission care delivery and in 2013/14
NHS cases accounted for 44% of total case load.
BMI Healthcare is registered as a provider with the Care Quality Commission (CQC) under the
Health & Social Care Act 2008. BMI Goring Hall Hospital is registered as a location for the
following regulated services:
§
§
§
Treatment of disease, disorder and injury
Surgical procedures
Diagnostic and screening
The CQC carried out an unannounced inspection on 7th January 2014 when five standards were
assessed. The hospital has demonstrated compliance to all these standards.
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
BMI Goring Hall Hospital has a local framework through which clinical effectiveness, clinical
incidents and clinical quality is monitored and analysed. Where appropriate, action is taken to
continuously improve the quality of care. This is through the work of a multidisciplinary group
and the Medical Advisory Committee.
Regional Clinical Quality Assurance Groups monitor and analyse trends and ensure that the
quality improvements are operationalised. The following developments have taken place:
· Regional Water Safety Committee
· Endoscopy Best Practice Group
· Regional Health & Safety Committee
· Forums to share learning from incidents at other hospitals
· Regional Quality and Risk Committee
At corporate level the Clinical Governance Board has an overview and provides the strategic
leadership for corporate learning and quality improvement.
There has been ongoing focus on robust reporting of all incidents, near misses and outcomes.
Data quality has been improved by ongoing training and database improvements. New reporting
modules have increased the speed at which reports are available and the range of fields for
analysis. This ensures the availability of information for effective clinical governance with
implementation of appropriate actions to prevent recurrences in order to improve quality and
safety for patients, visitors and staff.
At present we provide full, standardised information to the NHS, including coding of procedures,
diagnoses and co-morbidities and PROMs for NHS patients.There are additional external
reporting requirements for CQC, Public Health England (Previously HPA) CCGs and Insurers.
BMI is a founding member of the Private Healthcare Information Network (PHIN) UK – where
we produce a data set of all patient episodes approaching HES-equivalency and submit this to
PHIN for publication. The data is made available to common standards for inclusion in
comparative metrics, and is published on the PHIN website http://www.phin.org.uk. This website
gives patients information to help them choose or find out more about an independent hospital
including the ability to search by location and procedure.
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
1. Safety
1.1 Infection prevention and control
The focus on infection prevention and control continues under
the leadership of the Group Director of Infection Prevention and
Control and Group Head of Infection Prevention and Control, in
liaison with the Infection Prevention and Control Lead BMI
Goring Hall Hospital.
We have had:
· Zero cases of MRSA bacteraemia in the last year (NHS
1.17cases/100,000 bed days)
· Zero MSSA bacteraemia cases /100,000 bed days
· Zero E.coli bacteraemia cases/ 100,000 bed days
· Zero cases of hospital apportioned Clostridium Difficile in the last 12 months
· SSI data is also collected for Orthopaedic surgical procedures. Our rates of infection are
o Hips 0.3%
o Knees 1.7%
Environmental audits are routinely completed in all clinical departments this enables the hospital
to improve and continually monitor infection prevention controls. The clinical teams also audit
the service using nationally recognised tools from the Infection Prevention Society (IPS).
Department
% compliance
Actions
Ilex Ward
93%
Hand washing sink replaced
Day Care Unit
96%
Hand washing sink & surround replaced
Oncology
94%
Cleaning regimen reviewed and signage improved
Consulting Suite
89%
Refurbishment of two consulting rooms
Theatre Suite
95%
Theatre department repainted, worn equipment replaced
and scrub areas upgraded
Pharmacy
96%
Broken tiles replaced
Imaging Department
93%
Department refurbished
Physiotherapy
95%
External window to be replaced
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
These audits have highlighted areas for improvement:
•
•
•
Hand washing: A programme is in place to ensure that all clinical hand washing basins
are compliant with current guidance. All staff receive annual training on infection control
procedures.
Carpets in clinical area: Goring Hall Hospital converted 57% of inpatient rooms to vinyl
flooring. The remaining rooms will be refurbished through a rolling programme.
Mammography: Refurbishment completed of the mammography unit.
Clinical practice is monitored quarterly to ensure that practice standards based on high impact
interventions (Saving Lives Care Bundle) are consistently embedded in practice. These
research based practice standards are designed to reduce surgical site and peripheral line
infections. These standards are consistently applied in practice.
· Pre-operative Interventions: MRSA screening, showering & hair removal
· Intra-operative Interventions: Skin preparation, prophylactic antibiotics,
90 -100%
incises drapes, supplementary oxygen, glucose contro.
· Intravenous cannula interventions: Aseptic technique, hand hygiene,
Skin preparation,dressing
· Post-operative interventions: Hand hygiene, surgical dressing
50-100%
100%
100%
Through these audits we have identified areas for improvement that are now consistently
applied:
•
•
The use of forced warm air for all patients having surgery longer than 45 minutes
The use of improved skin for all surgery (unless patient has a sensitivity)
The hospital promotes infection control incentives and standards through an Infection
Prevention and Control team. The team is led by a Director of Infection Prevention and Control
and supported by ICP lead practitioner, who is responsible for ensuring that standards are
maintained throughout each hospital department. Each department has a designated IC&P link.
The team audit practice and environment throughout the year according to an audit plan.
1.2 Patient Led Assessment of the Care Environment (PLACE) 20/4/2014
In 2013 we introduced PLACE, which is the new system for assessing the quality of the patient
environment, replacing the old Patient Environment Action Team (PEAT) inspections. The
assessments involve patients and staff who assess the hospital and how the environment
supports patient’s privacy and dignity, food, cleanliness and general building maintenance. It
focuses entirely on the care environment and does not cover clinical care provision or how well
staff are doing their job.
We believe a patient should be cared for with compassion and dignity in a clean, safe
environment. Where standards fall short, they should be able to draw it to the attention of
managers and hold the service to account. PLACE assessments provide motivation for
improvement by providing a clear message, directly from patients, about how the environment
or services might be enhanced.
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
Results of this assessment will be published later in the year, interim results are detailed below:
Area
Condition /
appearance
Cleanliness
Safety
Privacy &
Dignity
Overall
Impression
External areas
75%
-
-
-
-
Communal
areas
100%
100%
100%
100%
Very confident
Ilex Ward
100%
100%
100%
100%
Very confident
Day Care Unit
100%
100%
100%
100%
Very confident
Consulting
suite
79%
91%
100%
70%
-
Food
100%
Further work will continue to improve the environment in the Consulting Suite and external
areas.
1.3 Venous Thrombo-embolism (VTE)
BMI Healthcare, holds VTE Exemplar Centre status by the Department of Health across its
whole network of hospitals including BMI Goring Hall Hospital. BMI Healthcare was awarded the
Best VTE Education Initiative Award category by Lifeblood in February 2013 and was the runner
up in the Best VTE Patient Information category.
We see this as an important initiative to further assure patient safety and care. We audit our
compliance to VTE risk assessment by auditing every patient who is admitted to our facility and
the results of our audit on this has shown 100% of patients have been assessed prior to
admission. The hospital intends to maintain this result through the continued investment in a
robust pre-assessment process.
BMI Goring Hall Hopsital reports the incidence of Venous Thromboembolism (VTE) through the
corporate clinical incident system. It is acknowledged that the challenge is receiving information
for patients who may return to their GPs or other hospitals for diagnosis and/or treatment of VTE
post discharge from the Hospital. As such we may not be made aware of them. We continue to
work with our Consultants and referrers in order to ensure that we have as much data as
possible.
VTE incident rates 2013/14
Pulmonary Emboli
0 / 100 cases
DVT
0.06 / 100 cases
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
2. Effectiveness
2.1 Patient reported Outcomes (PROMS)
Patient Reported Outcome Measures (PROMs) are a means of collecting information on the
effectiveness of care delivered to NHS patients as perceived by the patients themselves.
PROMs is a Department of Health led programme.
For the current reporting period, the tables below demonstrate the health gain between
Questionnaire 1 (pre-operative) and Questionnaire 2 (post–operative) for patients undergoing
hip replacement and knee replacement at BMI Goring Hall Hospital.
Oxford Hip Score average 12/2013
Organisation
Average Pre-Op Q
Score
Average Post-Op
Q Score
Adjusted average
Health Gain
ENGLAND
17.612
38.975
21.363
19.416
39.472
20.885
22.433
40.716
20.342
NHS COASTAL WEST SUSSEX
CCG (09G)
BMI - GORING HALL
HOSPITAL (NT417)
Copyright © 2011 Re-used with the permission of The Health and Social Care Information Centre. All rights reserved.'
Oxford Knee Score average 12/2013
Organisation
Average Pre-Op Q
Score
Average Post-Op
Q Score
Adjusted average
Health Gain
ENGLAND
18.531
34.945
16.414
NHS COASTAL WEST SUSSEX
CCG (09G)
20.355
34.275
14.544
BMI - GORING HALL
HOSPITAL (NT417)
20.881
35.463
15.042
Copyright © 2013, The Health and Social Care Information Centre. All Rights Reserved.
BMI Goring Hall Hospital continues to innovate care for joint replacement surgery through an
Enhanced Recovery Programme (ERP).
2.2 Enhanced Recovery Programme (ERP)
The ERP is about improving patient outcomes and speeding up a patient’s recovery after
surgery. ERP focuses on making sure patients are active participants in their own recovery and
always receive evidence based care at the right time. It is often referred to as rapid recovery
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
and is a new, evidence-based model of care that creates fitter patients who recover faster from
major surgery. It is the modern way for treating patients where day surgery is not appropriate.
ERP is based on the following principles:
1. All Patients are on a pathway of care
a. Following best practice models of evidenced based care
b. Reduced length of stay
2. Patient Preparation
a. Pre Admission assessment undertaken
b. Optimising the patient prior to admission – i.e HB optimisation, control comorbidities, medication assessment – stopping medication plan
c. Commencement of discharge planning
3. Proactive patient management
a. Maintaining good pre-operative hydration
b. Minimising the risk of post-operative nausea and vomiting
c. Maintaining normothermia pre and post operatively
d. Early mobilisation
e. VTE prophylaxis
f. Surgical techniques that reduce blood loss
g. Adjuncts to pharmaceutical pain management such as cooling bandages
4. Encouraging patients to have an active role in their recovery
a. Participate in the decision making process prior to surgery
b. Education of patient and family
c. Setting own goals daily
d. Participate in their discharge planning
The hospital has an ERP committee that meets throughout the year. During these meetings we
review the patient complete journey from booking through to discharge, looking at the
information and advice given to patients, the care they receive, and the engagement with
patients, consultants and GP’s to ensure their help with delivering the complete enhanced
recovery pathway.
We have focused on patient education, early mobilization, carbohydrate loading, appropriate
analgesia and planning discharge at the preadmission stage, reducing patient’s length of stay
and getting them mobilizing earlier. This helps reduce the risk of VTE, infection and helps
towards a smoother recovery.
With these interventions the length of stay in the hospital for hip replacements is 3.5 nights and
for knee replacement patients is 2.8 nights and this has reduced dramatically since
commencement of this programme.
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
2.3 Unplanned Readmissions within 31 days and unplanned returns to theatre.
Unplanned readmissions and unplanned returns to theatre are normally due to a clinical
complication related to the original surgery.
The hospital has implemented a programme of post discharge follow-up calls. This means that
further advice, support and changes to the discharge package can be made in a timely manner.
Those patients requiring additional support can be identified earlier.
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
3. Patient experience
3.1 Patient satisfaction
BMI Healthcare is committed to providing the highest levels of quality of care to all of our
patients. We continually monitor how we are performing by asking patients to complete a patient
satisfaction questionnaire. Patient satisfaction surveys are administered by an independent third
party. Our teams review results regularly to ensure that the highest standards are maintained.
BMI Goring Hall has improved and standardised patient information, patient room facilities,
reviewed the discharge process, streamlined the admission and pre-assessment processes and
improved access to parking by designating patient specific parking bays.These improvements
are under continuos review through our Quality and Risk team to ensure that the highest
standards are maintained.
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
3.2 Complaints
In addition to providing all patients with an opportunity to complete a satisfaction survey BMI
Goring Hall Hospital actively encourages feedback both informally and formally. Patients are
supported through a robust complaints procedure, operated over three stages:
Stage 1: Hospital resolution
Stage 2: Corporate resolution
Stage 3: Patients can refer their complaint to independent adjudication if they are not satisfied
with the outcome at the other 2 stages
We encourage our clinical teams to be involved in responses to patient compliants, this
promotes reflective practice. The main themes for patient complaints are detailed below with
actions taken in response:
Themes
Breach of patient information
Quality and style of customer
service
Appearance of safety of access
to hospital
Access to hospital for oncology
patients
Inaccurate internal and external
signage
Actions
Change to working practice to promote patient confidentiality:
use of patient identity labels controlled, use of patient
voicemail for information controlled
Customer care progamme relaunch to focus on dealing with
complaints
Courtyard upgraded to improve disabled access
Designated oncology patient parking
Internal and external signage improved
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
4. CQUINS
Commissioning for QUality and INnovation is a national scheme where commissioners set both
national and local improvement targets for providers of commissioned services.
These targets are intended to stretch and challenge the providers to make sustainable
improvements to their service. BMI Goring Hall entered into the full range of CQUINS and
through various improvement projects it has achieved the recommended target for all measures.
New CQUINS for 2013-2014 have been set for commissioned services and BMI Goring Hall
Hospital intends to actively participate in all.
CQUIN Measure
1.2 Friends and Family increased
response rate - Achieved
2.1 Safety Thermometer Data
Collection - Achieved
2.2 Reduced or Maintained rate of
Pressure Ulcer - Achieved
Target Result Comments
Increase patient response rate to
20%
32%
NHS friends and family survey
Complete a point prevalence survey
of incidents of Pressure Ulcer and
100% 100%
Infection and data submitted to NHS
IC
Maintained zero incidence of hospital
0
0
acquired pressure ulcer
3.1 Dementia Find , Assess,
Investigate & refer - Achieved
90%
100%
Improve the identification of
suspected dementia diagnosis
3.2 Dementia Clinical Leadership Achieved
100%
100%
Improved dementia awareness
100%
100%
Improved support for carers through
linking with community services
95%
100%
VTE risks identified prior to admission
100%
100%
Any incidents of VTE investigated to
identify the root cause
5.1 Local Follow up calls - Achieved
80%
81%
6.1 Local New to follow up ratio Achieved
2.14
1.84
3.3 Dementia Clinical Supporting
carers - Achieved
4.1 VENOUSTHROMBOEMBOLISM (VTE) Risk
assessment - Achieved
4.2 VENOUSTHROMBOEMBOLISM (VTE) RCA
- Achieved
Improved contact with patient
following discharge
Reduce the need for further follow-up
appointment through telephone
contact
5. National Clinical Audits
BMI Goring Hall Hospital was eligible to participate in the National Joint Registry and data for all
joint replacements are submitted to this national audit tool that measure long term results of
primary joint replacements. Data from this registry is used at annual appraisal and revalidation
of our consultants.
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
6. Research
No NHS patients were recruited to take part in research.
7. Priorities for service development and improvement
Priorities
Refurbishment
Clinical Training
Oncology
Imaging
Infection control
Resuscitation
Actions
Continue rolling programme of carpet replacement in patient
accommodation
Roll out of mandatory training schedule and a focus on dementia
awareness
The hospital is working towards Macmillan accreditation
Phase two Imaging department refurbishment: MRI, Interventional room
Continue rolling programme of hand washing sink replacement
Replacement of resuscitation equipment
8. Mandatory Quality Indicators
8.1 The value and banding of the summary hospital-level mortality indicator (SHMI) for BMI
Goring Hall Hospital for the reporting period.
Unit
Reporting Periods
National
Highest National
Lowest National
2013-2014
Average
Score
Score
Value
Zero
1.006
1.1822
0.06735
and
Banding
Zero inpatient deaths through 2013-14
8.2 BMI Goring Hall Hospital patient reported outcome measures scores for
(i) Groin hernia surgery
Unit
Reporting Periods
National
Highest National
2013-2014
Average
Score
Number
N/A
N/A
N/A
Less than 30 patients so site cannot be scored
(ii) Varicose vein surgery
Unit
Reporting Periods
National
2013-2014
Average
Number
N/A
N/A
Less than 30 patients so site cannot be scored
Highest National
Score
N/A
Lowest National
Score
N/A
Lowest National
Score
N/A
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
(iii) Hip replacement surgery Dec 2013
(iv) Knee replacement surgery Dec 2013.
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
8.3 (i) The percentage of patients aged 0-14 readmitted to a hospital within 28 days of being
discharged.
Unit
Reporting Periods
National
Highest National
Lowest National
Apr- Mar 14
Average
Score
Score
%
NA as no paediatric services at BMI Goring Hall Hospital
8.3.(ii)The percentage of patients aged 15 or over readmitted to a hospital which forms part of
the BMI Goring Hall Hospital within 28 days of being discharged.
Unit
Reporting Periods
National
Highest National
Lowest National
Average
Score
Score
%
NA as no paediatric services at BMI Goring Hall Hospital
8.4 BMI Goring Hall Hospital responsiveness to the personal needs of its patients during the
reporting period.
Unit
Reporting Periods
National
Highest National
Lowest National
Apr- Mar 14
Average
Score
Score
%
93.13
68.1
84.4
57.4
BMI Goring Hall Hospital considers that this data is as described for the following reasons:
patients consistently report that care delivery is responsive to their needs. This data is support
by positive feedback from patient groups at regular patient forums.
BMI Goring Hall Hospital intends to maintain excellent levels of responsiveness by continual
review of services and care delivery. During 2014 a clinical strategy will be embedded in the
clinical areas and clinical teams will be further challenged to reflect on how their care can meet
the needs of our patient population.
8.5 The percentage of patients who were admitted to BMI Goring Hall Hospital and who were
risk assessed for venous thromboembolism during the reporting period.
Unit
%
Reporting Periods
Apr- Mar 14
100%
National
Average
96%
Highest National
Score
100%
Lowest National
Score
79%
BMI Goring Hall Hospital considers that this data is as described for the following reasons: it
reflects the high standard of risk management carried out.
BMI Goring Hall Hospital intends to maintain its current level of attainment and further develop
VTE champions within the clinical areas. Together with reviewed patient information, new
mechanical prophylaxis and early mobilization we will further reduce our incidence of VTE.
8.6 The rate per 100,000 bed days of cases of C difficile infection reported within BMI Goring
Hall Hospital amongst patients aged 2 or over during the reporting period.
Unit
Rate
Reporting Periods
Apr- Mar 14
0.16
National
Average
17.3
Highest National
Score
30.8
Lowest National
Score
7.9
BMI Goring Hall Hospital considers that this data is as described for the following reasons: it
reflects the high standards of infection control procedures carried out.
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
During 2014 a nationally recognised training programme will be developed to further support
hand hygiene and ANTT techniques.
8.7 The number and, where available, rate of patient safety incidents reported within BMI Goring
Hall Hospital during the reporting period, and the number and percentage of such patient safety
incidents that resulted in severe harm or death.
Number of patient safety incidents reported
Unit
Number
Reporting Periods
Apr- Mar 14
1
National
Average
7.76
Highest National
Score
30.95
Lowest National
Score
1.68
National
Average
0.64
Highest National
Score
28
Lowest National
Score
0
Rate of patient safety incidents reported
Unit
Rate
Reporting Periods
Apr- Mar 14
0.00001
Number of patient safety incidents that resulted in severe harm or death
Unit
Number
Reporting Periods
Apr- Mar 14
0
National
Average
0.9
Highest National
Score
2.9
Lowest National
Score
0
Percentage of patient safety incidents that resulted in severe harm or death
Unit
%
Reporting Periods
Apr- Mar 14
0
National
Average
7.76
Highest National
Score
30.95
Lowest National
Score
1.68
BMI Goring Hall Hospital considers that this data is as described for the following reasons: the
hospital takes a proactive approach to risk management, gathers learning from incidents and
actively shares the learning with its clinical teams and other hospitals within the Group.
8.8 The percentage of staff employed by the BMI Goring Hall Hospital during the reporting
period, who would recommend BMI Goring Hall Hospital as a provider of care to their family or
friends.
Reporting Periods
National
Highest National
Lowest National
Apr 13
Average
Score
Score
%
87%
64.5%
96.4%
33.7%
BMI Goring Hall Hospital considers that this data is as described for the following reason: as this
is supported by patient feedback.
Unit
BMI Goring Hall Hospital Quality Account
April 2013 to March 2014
9. Non-Mandatory Quality Indicators
9.1 The percentage of patients who received care as inpatients or discharged from A&E during
the reporting period, who would recommend BMI Goring Hall Hospital as a provider of care to
their family or friends.
Unit
%
Response
rate
Reporting Periods
Apr 14
84
National
Average
74
Highest National
Score
94
Lowest National
Score
33
32%
34%
100%
13%
BMI Goring Hall Hospital intends to maintain and further improve patients’ perception and
experience of care through embracing and embedding the fundamentals of care (6 “C”s) in
every day practice and further improving its excellent patient response rate of 32%.