Patient Experience

Listening to our patients

We have an extensive programme to collect and analyse patient and carer views. This feedback is very important to us as it lets us know what we are doing right and helps us understand more about what we need to do to change things for the better.

Friends and Family Test

The Friends and Family Test (FFT) is a measure of patient experience of services and asks patients one simple question: ‘How likely are you to recommend our ward/department/service to friends and family if they needed similar care or treatment?’ Answers options are on a scale of extremely likely to extremely unlikely.

We publish details about how many people completed the Friends and Family Test and what they thought about their care and treatment here. The results can also be seen on the NHS Choices website - where you can leave and view feedback too: http://www.nhs.uk/Services/hospitals/Overview/DefaultView.aspx?id=352

Making these results available at regular intervals and at a national level, reinforces NHS England’s commitment to transparency, openness and public participation in health and care.

“Incredible service from start to finish after finding out we were expecting two little bundles. Never once felt any problem was too big. Your staff is the best in the business, especially the night shift midwives. Thank you all so much. You helped make our dream of becoming parents a reality! ” Maternity Services

How can I take part?

Completing the FFT test is easy and quick. We may ask patients their feedback while they are in the hospital or when then have been discharged from the hospital through a number of ways including a paper survey, text messaging / SMS and Interactive Voice Message (IVM) and use of volunteers. The feedback is free of cost to the patients and is anonymous.

How the results are used?

From the ward to the board, staff members and managers look at the results and we use your feedback to help us improve and make changes to our services and the care we provide. The results allow us to take quicker actions when there’s a problem and see how effective the improvements we’ve made have been. The test also provides a measure for you to compare us with other NHS trusts.

Our Friends and Family Test results for August 2017:

 
We really appreciate hearing feedback from patients and service users. Get in touch with us by either using the form on this webpage, or by using one of the feedback websites listed on the right of this page. 
 
“Dedicated and very caring staff, nothing is too much trouble for them. Explained everything to me before completing procedure. Very pleasant staff, particularly the staff looking after me, in all a very pleasant time despite my medical conditions.”  Inpatient Services

A short film to explain what the FFT is in a simple way:

 

 

To contact the Patient Experience Team email: patient.experience@nhs.net