A Mystery Patient Scheme has been launched at Walsall Manor Hospital – giving people an opportunity to anonymously share honest feedback about their experience.
The scheme was launched last month as part of a Patient Experience Week led by Walsall Healthcare NHS Trust’s Patient Relations and Experience Team.
Patient Experience Manager Andrew Rice said the week, which gave wards and departments the opportunity to share their success stories and find out how to work together to better respond to feedback and ensure patients’ voices are being heard, was a great success.
“During that week we launched our Mystery Patient Scheme which we are really proud of,” he said. “This gives people the chance to comment anonymously on all aspects of their hospital visit or stay so that we can take their feedback on board and either make improvements or build on the things that we’re told we are getting right.
“We want to hear about any aspects that our Mystery Patients feel are important; this could be around waiting time, facilities or staff behaviour for example. And while we want to hear where we can improve, we also want to hear what is working well. This feedback is completely anonymous so we don’t want anyone’s names. Everything we’re told will be invaluable in helping us to shape our services so they best meet the needs of our communities.”
Posters are up in the hospital inviting people to use a QR code to complete their Mystery Patient feedback and leaflets will also be made available across wards and departments shortly.