Friends and family text message service roll out

Posted: January 8, 2021

Making it easier for you to give us your feedback

We want to make sure all patients receive the best possible care and treatment.

The Friends and Family Test is one of the ways that helps us to do that - as we use your feedback to make real change to our services.

All patients are asked to complete a Friends and Family Test after their stay or appointment in hospital.

The survey is short and anonymous, but provides details of first-hand experience which we use to make improvements to the services we provide.

In the past, this test has always been completed on paper, but our Emergency Department has been piloting a new Friends and Family text message service for the last 12 months.

The patient receives a text message of the test to reply to after they have been discharged.

This new service has been a real success so far, and this week we are delighted to be rolling it out to inpatients and day surgery, with plans to extend the rollout to more services in the coming months.

The text message service is a much more direct and efficient way to collect feedback and is a brilliant tool for us to use to support the improvement of our growing and evolving services.

Not only does the direct feedback we get from these tests help identify opportunities to shape the organisation for a better patient experience, it also provides valuable information for departments to celebrate positive feedback and to let staff know that their efforts have been appreciated.

Paper versions will continue to be available for completion and online feedback can also be sent through this website - please see Feedback.

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