Hip replacement operations more popular than iPhones, according to NHS data

 

Health Reporter

We’re all led to believe that our lives won’t be complete until we have an iPhone. But really, they’re nothing compared to the satisfaction derived from a fully functioning hip joint.

According to a new study, which compares NHS patient surveys against corporate customer satisfaction scores, hip replacements are more satisfying than iPhones, and knee operations more satisfying than Sky’s customer service. 

The results are based on patient surveys using a method long-established in the corporate sector known as the “net promoter score”, which records whether people would recommend a product or service to their friends and family.

So-called "friends and family" tests were introduced throughout the NHS last year. However, before the new surveys were rolled out, experts from the Royal College of Surgeons of Edinburgh (RCSEd), used similar methods to gauge patient satisfaction with hip and knee replacements.

From more than 6,000 responses collected between 2007 and 2011, NHS hip replacements scored a “staggering” net promoter score of 71 on a scale which stretches from minus 100 to 100.

This was more than the 69 achieved in customer satisfaction surveys by Apple’s iPhone. Total knee replacements, meanwhile, scored 49 – higher than customer satisfaction scores for Samsung and Sony technology, and Sky’s internet service.

Scores for the non-NHS companies featured in the study were collected from the customer satisfaction monitoring service Satmetrix and reflect “benchmark scores” for 2012. The study is published in the Bone and Joint orthopaedics journal.

Orthopaedic surgeon Colin Howie, who conducted the study said that it was “surprising to see how well the hard-pressed NHS compared to other best-performing service industries”.

“The public are very happy,” he added, “not just with their hip and knee operations, but also with the overall service. We have discovered that a key part of achieving a high level of patient satisfaction is that patients are dealt with by the same member of staff.”

Ian Ritchie, president of the RCSEd, said the results were “reassuring”.

“Considering the massive investments made by some of these well known businesses into customer service initiatives which the NHS could never match, I’m pleased to know that orthopaedic surgery patients are so overwhelmingly satisfied with the care they receive.”

A Department of Health spokesperson said: “NHS staff have been working hard to continually improve standards throughout the NHS, and last week, the Commonwealth Fund ranked the NHS as the safest healthcare system in the world.”

Life and Style
ebookNow available in paperback
News
peopleMathematician John Nash inspired the film Beautiful Mind
News
Richard Blair is concerned the trenches are falling into disrepair
newsGeorge Orwell's son wants to save war site that inspired book
Life and Style
Audrey Hepburn with Hubert De Givenchy, whose well-cut black tuxedo is a 'timeless look'
fashionIt may be a paradox, but the industry loves it
Arts and Entertainment
The pair in their heyday in 1967
music
Life and Style
fashionFrom bathing dresses in the twenties to modern bikinis
Latest stories from i100
Have you tried new the Independent Digital Edition apps?

ES Rentals

    Independent Dating
    and  

    By clicking 'Search' you
    are agreeing to our
    Terms of Use.

    iJobs Job Widget
    iJobs General

    Guru Careers: Software Developer / C# Developer

    £40-50K: Guru Careers: We are seeking an experienced Software / C# Developer w...

    Guru Careers: Software Developer

    £35 - 40k + Benefits: Guru Careers: We are seeking a Software Developer (JavaS...

    SThree: Trainee Recruitment Consultant / Resourcer

    £18000 - £23000 per annum + Commission: SThree: As a Trainee Recruitment Consu...

    Ashdown Group: UI Developer - (UI, HTML, CSS, JavaScript, AngularJS)

    £25000 - £40000 per annum: Ashdown Group: UI Developer - (UI, JavaScript, HTML...

    Day In a Page

    Abuse - and the hell that came afterwards

    Abuse - and the hell that follows

    James Rhodes on the extraordinary legal battle to publish his memoir
    Why we need a 'tranquility map' of England, according to campaigners

    It's oh so quiet!

    The case for a 'tranquility map' of England
    'Timeless fashion': It may be a paradox, but the industry loves it

    'Timeless fashion'

    It may be a paradox, but the industry loves it
    If the West needs a bridge to the 'moderates' inside Isis, maybe we could have done with Osama bin Laden staying alive after all

    Could have done with Osama bin Laden staying alive?

    Robert Fisk on the Fountainheads of World Evil in 2011 - and 2015
    New exhibition celebrates the evolution of swimwear

    Evolution of swimwear

    From bathing dresses in the twenties to modern bikinis
    Sun, sex and an anthropological study: One British academic's summer of hell in Magaluf

    Sun, sex and an anthropological study

    One academic’s summer of hell in Magaluf
    From Shakespeare to Rising Damp... to Vicious

    Frances de la Tour's 50-year triumph

    'Rising Damp' brought De la Tour such recognition that she could be forgiven if she'd never been able to move on. But at 70, she continues to flourish - and to beguile
    'That Whitsun, I was late getting away...'

    Ian McMillan on the Whitsun Weddings

    This weekend is Whitsun, and while the festival may no longer resonate, Larkin's best-loved poem, lives on - along with the train journey at the heart of it
    Kathryn Williams explores the works and influences of Sylvia Plath in a new light

    Songs from the bell jar

    Kathryn Williams explores the works and influences of Sylvia Plath
    How one man's day in high heels showed him that Cannes must change its 'no flats' policy

    One man's day in high heels

    ...showed him that Cannes must change its 'flats' policy
    Is a quiet crusade to reform executive pay bearing fruit?

    Is a quiet crusade to reform executive pay bearing fruit?

    Dominic Rossi of Fidelity says his pressure on business to control rewards is working. But why aren’t other fund managers helping?
    The King David Hotel gives precious work to Palestinians - unless peace talks are on

    King David Hotel: Palestinians not included

    The King David is special to Jerusalem. Nick Kochan checked in and discovered it has some special arrangements, too
    More people moving from Australia to New Zealand than in the other direction for first time in 24 years

    End of the Aussie brain drain

    More people moving from Australia to New Zealand than in the other direction for first time in 24 years
    Meditation is touted as a cure for mental instability but can it actually be bad for you?

    Can meditation be bad for you?

    Researching a mass murder, Dr Miguel Farias discovered that, far from bringing inner peace, meditation can leave devotees in pieces
    Eurovision 2015: Australians will be cheering on their first-ever entrant this Saturday

    Australia's first-ever Eurovision entrant

    Australia, a nation of kitsch-worshippers, has always loved the Eurovision Song Contest. Maggie Alderson says it'll fit in fine