Hospitals will have their budget cut if patients complain about the quality of their food under new plans by health minister Andy Burnham to link funding to patient satisfaction.
Reforms of the NHS will focus on improving patients’ “experience” rather than concentrating on targets, Mr Burnham has disclosed ahead of a speech on the subject later this week.
The bedside manner of doctors and nurses, the warmth of welcome from receptionists; the quality of food and the cleanliness and attractiveness of wards are among the new criteria which will be added to those currently used to determine hospital funding.
The changes, which could come into effect as early as the next financial year, will be first time hospital budgets are linked to the “softer” measures of patient care.
Mr Burnham said the changes were designed to end what he described as the “like it or lump it” culture in the NHS.
He also described Britain’s public health system as “good, but not universally good” and “not yet great”, signalling a change of tone for a government that has traditionally emphasised huge investment in the NHS rather than discussing its shortcomings.
“Sometimes hospitals are missing the point,” said Mr Burnham. “How you are spoken to, how you are dealt with, whether you are treated in a friendly way — these things can be as important as your medical care.”
Hospital budgets are already linked to results, but the tariff is based on treatment and the success of operations rather than patient satisfaction.
Mr Burnham said the change was about “measuring what was truly important ... all of the softer things that contribute to the patient experience, not just hard and fast data.”
“Now that waiting times have come down, the NHS can start worrying about quality,” he said. “We want to change the ‘get what you are given’ culture the service has bred. The NHS needs a system that pays hospitals more money when patients are pleased by their experience.”
Mr Burnham will visit America in November to improve the international reputation of the NHS in the wake of the debate in America about public health care.
“Given the distortions that have been put out about the NHS,” he said, “we need to set the record straight.”