Patients rank care at Harrogate’s Emergency Department the best in the country

Posted on: Thursday 26 Oct 2017

The latest Care Quality Commission national Emergency Department Patient Survey results show that patients rank Harrogate District Hospital joint first out of 136 participating trusts.

When asked to rate their overall experience in the department, patients who had received care at the Hospital’s emergency department rated the Trust 8.6 out of 10 (an increase of 0.4 from last year).

But the number of people attending the Emergency Department continues to rise and Harrogate District Hospital clinicians and managers are calling on members of the public to help the Trust continue to perform well by only coming to the Emergency Department when it is a genuine emergency.

The survey found that patients felt more reassured and involved in their care and treatment, with an increase in scores in the majority of questions when compared to previous year’s results. The most improved area was ‘tests’, with more patients than before saying staff members explained why they needed tests and what the results were in a clear and understandable way.

Dr Ros Tolcher, Chief Executive of Harrogate and District NHS Foundation Trust, said: “These results reflect the tremendous commitment of colleagues in the Emergency Department and across the hospital who work tirelessly to provide high quality patient care. I would like to thank colleagues across the Trust and at our partner organisations, who play vital roles in helping to deliver timely, safe and appropriate, emergency care.

“This is an excellent report and complements a number of other ways by which we measure patient experience, such as the Friends and Family test and through our Patient Experience Team, to help us build up a comprehensive understanding of what our patients think about us. It really does help us learn and improve.

Dr Matt Shepherd, Lead Consultant in the Emergency Department, said: “I’m delighted that patients’ views and experiences with us in the Emergency Department mean we are ranked joint highest in the country. That’s an incredible accolade and we’re all very proud.

“Harrogate, like much of the country, has experienced ever-increasing numbers of patients coming to the Emergency Department. Many of the patients we are seeing are very poorly and need admission to hospital.

“However, attendances at the Emergency Department with non-emergency conditions mean longer waits for those patients who really do need care, as well as extra pressure on our staff throughout the Trust. Colleagues are working very hard to cope with the demand but we need local people to help by only coming to the department when really necessary.”

To help the NHS deliver the best possible care to everyone, if you have an illness that is not severe, then please visit, call NHS 111, contact your own GP or see a local pharmacist for advice before choosing to come to the Emergency Department.

The full results for the Trust can be viewed here:

Responses were received from 325 patients, a response rate of 36 per cent of those invited to respond

Key survey results include:

  • Arrival at the Emergency Department, which includes ambulance handover times: 8.3 out of 10
  • Waiting times: 6.6 out of 10
  • Doctors and nurses, including staff explaining conditions and treatment to patients in a way they can understand and patients feeling listened to: 8.8 out of 10
  • Care and treatment: 8.4 out of 10
  • Tests: 9.1 out of 10
  • Hospital environment and facilities: 9.0 out of 10
  • Leaving the Emergency Department: 7.2 out of 10
  • Respect and Dignity: 9.3 out of 10
  • Overall experience: 8.6 out of 10


For further information please contact:

Paul Widdowfield, Communications and Marketing Manager, [email protected] and 01423 557470.