Patient feedback from Friends and Family Test published online

Posted: July 30, 2013

Patient feedback now available on our website

For the first time today patient feedback from the new NHS Friends and Family Test is being made available online, providing a unique insight into the experiences of patients and how they view their local hospital services.

Since January, inpatients and emergency patients at the Great Western Hospital in Swindon, the Trust's community hospitals and birth centres across Wiltshire, have been asked two simple questions:

  • What was good about your care and what could be improved?
  • How likely are you to recommend this service to friends and family if they needed similar care or treatment?

Comments are shared with individual wards and departments so that they can see where they are doing well or if they need to make changes.

A monthly score is also generated and published monthly based on the proportion of patients who would strongly recommend, minus those who would not recommend or who are indifferent. These range from -100 to +100. The score for Great Western Hospitals NHS Foundation Trust is +77, based on 1,739 responses for June.

From April, all Trusts across England have been asking similar questions and the results will be published monthly on the NHS England, NHS Choices and individual Trust websites.

This new information gives hospitals another opportunity to see where they are doing well and where they can make improvements and gives patients more information which can help them to choose where they would like to receive their treatment.

Despite the test only being launched at the beginning of the year, the Trust has collected almost 6,000 responses and is already making plans to improve services as a result.

Rob Mauler, Head of Customer Service at Great Western Hospitals NHS Foundation Trust, said: "The Friends and Family Test give us regular and up-to-date information on what patients think about our services. Alongside other patient feedback, this means we can see which parts of the patient experience matter the most to patients, what we do well and where we need to make improvements.

"The overwhelming feedback has been positive, with the most positive comments praising our caring and compassionate staff. We have also received some really useful feedback about things we could improve, such as communication and the information we provide for patients. We are about to launch a patient information project to look at the information we provide to patients.

"We are planning to expand the survey to outpatients and day surgery patients by the autumn, so we can make sure we are getting it right across our whole range of services. 

"We really want to know what patients think about our services and the Friends and Family Test is just one of the ways we collect feedback. I want patients, relatives and visitors to talk to us! Whether you have a piece of positive feedback, a concern about your care or would just like to ask a question - talk to us and help us improve the care we provide for future patients. You can talk to a member of staff, ask to speak with a member of the Customer Service Team or share your views in the Friends and Family Test."

Patients can still complete the survey after they have been discharged online; just visit the Trust website

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