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Patient experience2018-11-16T16:16:09+00:00

Patient experience

Patient experience and involvement is about putting patients, carers and the public at the heart of what we do. We endeavour to do this by listening to what you tell us and responding to it by making improvements to our services.

We run the Friends and Family Test across the trust, as well as several more detailed national and local patient surveys, so that all patients can share their views about their experience of the care they receive. 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.

The vast majority of patients we have surveyed so far have said they were “extremely likely/likely” to recommend our care and treatment to a friend or family member if needed. We are very pleased that these people had a good experience of our care. However, we also know where we have not met expectations and need to make improvements.

Test scores for October 2018

The proportion of patients who “would recommend” the Trust’s services:
95%

Inpatients and Day Cases

82%

Emergency Department

93%

Maternity Services

92%

Outpatients

97%

Community Services

Key: Comparison with the previous month
Upward shift
Downward shift
Remained the same

Would recommend

Not recommend

Response rates

Inpatients
(1116 patient responses)

95%

1%

42%

A&E
(467 patient responses)

82%

10%

8%

Maternity All touch points
(Actual patient responses)

93%

5%

147

Outpatients
(Actual patient responses)

92%

4%

2093

Community *Done once a month
(Actual patient responses)

97%

1%

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We publish details about how many people completed the Friends and Family Test and what they thought about their care and treatment on this page. The results can also be seen on the NHS Choices website – where you can leave and view feedback too.

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 for their feedback while they are in the hospital or when they have been discharged through a number of ways including paper surveys, text messaging/SMS, Interactive Voice Messaging (IVM) or through the use of volunteers. The feedback is free of cost to the patient and is anonymous.

How are the results used?

From the ward to the board, ward staff members and managers look at the results and we use your feedback to help us improve and make changes to our care and services we provide. The results allow us to take quick actions when there’s a problem and see how effective the improvements we’ve made have been.

“Dedicated and very caring staff, nothing is too much trouble for them. Explained everything to me before completing the procedure. Very pleasant staff, particularly the staff looking after me, in all a very pleasant time despite my medical conditions.”
Inpatient Services

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

British Sign Language version of the FFT short film:

An audio version is also available with voice over and background music.

National Patient surveys

Walsall Healthcare NHS Trust participates in a number of national patient surveys throughout the year. These surveys are conducted on our behalf by external providers and are sent to a randomly selected number of patients. These are detailed questionnaires that ask patients about their entire care pathway and allow us to see where we are doing well, and where we need to improve.

If you receive a questionnaire as part of one of these surveys, please take time to complete it and return it so that we can learn from your experiences and continue to improve our services.

For further information about these surveys and how they are run, please visit the Care Quality Commission website.

Involvement

We invite our patients and staff to focus groups and patient panels, allowing us to understand some of the issues facing the trust, and work together to find solutions. We have a number of initiatives such as Patient Information Reading panel and Mystery Patient visitors that involve patients/members of the public in visiting, observing and suggesting changes to running services, as well as co-producing the information we provide to patients.

If you are interested in joining any of our initiatives then please email the Patient Experience Team at patient.experience@nhs.net

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