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L466E Your views count 27 02 2018



Why is your feedback important?

The Trust is always interested in your views about the care and treatment it provides.

All feedback whether positive, negative or indifferent helps us to improve our services and standards.

We will explain to you how any information you give will be used to help improve our services, and in working with you; together we can make a real difference to your experience.


What do we want to know?

In consultation with patients, service users, families and carers we identified key areas which are important for a good quality service.

The following are examples of the questions we ask:

  • the friends and family test (FFT) question, which asks you to think about whether you would recommend the service to a friend or family.
  • were you treated with dignity and respect?
  • did you feel safe?
  • were you involved as much as you wanted to be in the planning of your care?
  • your overall rating of the care you received
  • we may ask carers whether they feel that they are actively involved in decisions about the care and treatment of the person they care for.

How will we ask you?

At different times of your care you may be asked to give your views, however you can give your views at any time by one of the below methods:

  • written surveys or questionnaires
  • electronic/online surveys
  • telephone surveys
  • discussions with staff.

Your participation is entirely voluntary and confidential.

Please do not be afraid to say what you think as all feedback is collected and analysed anonymously. Your answers cannot be traced back to you, and will not affect your care in anyway.


What will we do with your feedback?

Feedback received is collated and fed back to each ward or team every month. It is reviewed by staff and shared with patients, service users, families and carers.

We also share FFT scores nationally and regularly report patient views to those who commission our services and other agencies and groups as required e.g. Care Quality Commission, carers and service user groups.  

The feedback is monitored by the Trust senior managers on a monthly basis to identify trends and initiate improvements where required.

Positive feedback is used to celebrate success and share good practice whilst any negative feedback received is used to drive actions to improve and maintain good services.  


Access to information about you

Tees, Esk and Wear Valleys NHS Foundation Trust is registered under the Data Protection Act 1998 to store and use personal information. We ask for information about you so you can receive proper care and treatment. We keep this information together with details of your care, because it may be needed if we see you again.

Everyone working in the NHS has a legal duty to keep information about you confidential. You can request the personal information we hold about you. To access your personal information, write to the Data Protection Privacy Officer, Information Governance Department, Lanchester Road Hospital, Durham City, DH1 5RD.


Leaflet reference:




Date last updated:

14 / 02 / 2018

Archive date:

14 / 02 / 2021