We ask for and act upon feedback from our service users and carers, to continuously improve our services, and provide the perfect patient experience. We’re working hard to make sure that you have the opportunity to give feedback on their experience following a period of care with the Trust.
All of our surveys are completely confidential, and responses won’t identify anyone. Providing feedback will never affect the care that is provided. Our patient experience team collects the feedback and identifies any areas for improvement.
There are a few different ways we might ask you what you think…
Surveys on hand-held electronic devices
We collect answers through using electronic hand-held devices and kiosks. These have touchscreen technology, which makes it easier and faster for you to answer our short surveys.
We offer these patient experience surveys during discharge from inpatient services or at regular intervals in longer stay areas, and during episodes of care delivered in the community.
We’ve also developed surveys especially for children, young people and people with learning disabilities.
We’re using paper surveys in our community services, and some specialist services, to complement the electronic system.
Some of our services ask for feedback using boxes you drop tokens into, like this one in our Hartlepool children’s services.
The Friends and Family Test (FFT) question
One of the questions we ask you during our patient experience surveys is “How likely are you to recommend our ward/services to friends and family if they needed similar care or treatment?”
There is a scale of responses ranging from ‘extremely likely’ to ‘extremely unlikely’ with an opportunity to comment further on the care you’ve received.
We have introduced the FFT question in all of our adult, older peoples and learning disability inpatient wards, and in adult and older people’s community teams. By December 2014 we will have introduced this in all other trust services.
In the period October-December 2014 (Quarter 3), a total of 1798 surveys were completed of which 91% of patients surveyed in the services below said they would recommend our services to friends and family if they needed them.
In the period January-March 2015 (Quarter 4), a total of 2705 surveys were completed of which 89% of patients who completed the survey said they would recommend our services to friends and family if they needed them.
We also ask our ff are also asked to answer the Friends and Family test question.
What do we do with feedback results?
Wards and teams receive their patient feedback results monthly. These are displayed in their area and discussed with staff and service users to look at any areas of concern and think of ways to make improvements.
What our patients and carers are saying about their experience of our services
Between April 2013 to March 2014, 6,135 patients gave us feedback; a 61% increase on the previous year.
From this sample, 91% rated the care they’d receive as ‘excellent’ or ‘good’.