The Experience of Hospital Services - October 2024 - September 2025
In total, 1,003 people shared their views between October 2024 and September 2025.
Each quarter we’ll be able to show how satisfaction levels move up or down — giving a clearer picture of how people’s experiences change over time.
Overall Satisfaction
Overall satisfaction stands at 66% positive and 34% negative, according to the feedback we received.
Most people said they experienced good quality, compassionate treatment and care, with high levels of support and empathy from staff.
However, people continue to raise concerns about waiting times, parking and communication, particularly within A&E and inpatient services.
Information, Involvement and Support
People generally feel well supported and informed, with satisfaction at 73% positive.
Comments highlight that staff often go the extra mile, though some patients would like more involvement in decisionsabout their care.
Quality and Empathy
Feedback around clinical treatment and nursing care remains strong, with 75% positive sentiment overall.
Many praised hospital teams for their professionalism and kindness, particularly in maternity, ophthalmology and surgical care.
Access to Services
Access remains the most challenging area, with satisfaction at 61% positive and 38% negative.
People described long waits for appointments and delays in follow-up care, with A&E and inpatient departments receiving the highest number of negative comments.
Top Themes
The most common topics people talked about were:
- Staff attitude – 803 comments (87% positive)
- Quality of care – 785 comments (85% positive)
- Support and communication – 526 comments (79% positive)
- Travel and parking – 119 comments (20% positive)
- Waiting times – 482 comments (61% positive)
Summary
Overall, feedback paints a picture of dedicated staff delivering good quality care, often under pressure.
There are clear areas for improvement, especially around access, waiting times and communication, but most patients remain positive about their experiences of hospital treatment.
