2024 Urgent and Emergency Care Survey – Have your say

Date: 26/03/2024

At Milton Keynes University Hospital (MKUH), we believe providing high-quality urgent and emergency care for each person is fundamentally important. Therefore, in April, the NHS is launching a major survey on people’s experiences of using urgent and emergency care services. If you used services in January or February 2024, you could be invited to take part and give your feedback on the quality of care and treatment you received. If you are invited to take part, you will be sent a letter with details explaining how to participate.

In the 2022 survey, 1,250 adults aged 16 and over were invited to take part to tell us what is working well and what requires improvement. As a result of that feedback, we have made several changes across the service to improve the experience of patients. This includes:

  • Improving access to hot food and drinks for patients staying overnight.
  • Ensuring waiting times are clearly displayed in the department to improve communication with patients.
  • Involving the patient in their treatment, engaging them in discussions about their discharge plan, discussing all prescribed medications and informing the patient about the results of any investigations promptly.
  • Increasing awareness of the signs of Sepsis across the department for staff.

The survey can be completed online or as a paper questionnaire. If you prefer to complete the survey on paper, a paper questionnaire will be sent in a later mailing. The survey is carried out by the Care Quality Commission and a dedicated Survey Coordination Centre at Picker, on behalf of NHS England. Participation will not affect your care or treatment. Your responses are not shared with our staff and will be kept confidential by the research team.

Julie Goodman, Head of Patient and Family Experience at MKUH, said: “Each year our Emergency Departments sees over 100,000 patients and this service is critical for ensuring individuals receive the urgent and emergency care they need. Your feedback will help to continually improve the service for patients in the future so if you are contacted to take part, we would really appreciate your responses.”

The results will be published in the autumn of 2024 and will be used to assess NHS Trusts in England. What we learn will enable us to identify key priorities, aiding our mission to provide the very best urgent care and treatment for you and our community.

If you are invited to take part, please know your valuable feedback will help us improve the quality of our care and people’s experience.

For more information about the survey, please visit https://www.cqc.org.uk/publications/surveys/urgent-emergency-care-survey