Patient and carer feedback

Easy read information about giving feedback is also available.

Why is your feedback important?

Your views about our trust’s care and treatment are important to us. 

All feedback whether positive, negative or indifferent helps us to improve.

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 your recent appointment overall, how was your experience of our service?
• 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?
• 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 stages of your care, you may be invited to share your views and experiences.

Your feedback is very important to us. It helps us understand what we are doing well and where we can improve.

While we may ask for your feedback at specific times, you can share your views at any point during your care. Here are some ways you can give feedback:

• Request a paper survey from a member of staff. You may find copies available in waiting areas
• Complete a survey electronically
  • If you use the link on this page, you will need to enter the name of the service you are providing feedback on.
  • If you scan a QR code on posters displayed in wards and community bases you will not need to enter the name of the service.
• If you agree, a member of your team may call you to ask for your feedback
• Speak directly with staff at any time

Your participation is your choice. We treat all feedback in strict confidence.

Please feel reassured that you can be open and honest when sharing your views. All feedback is collected and analysed anonymously. This means your responses cannot be traced back to you.

What will we do with your feedback?

• Your feedback 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 share FFT scores nationally
• We regularly report patient and carer views to those who commission our services and other agencies and groups as required e.g. Care Quality Commission (CQC), carers and service user groups
• Feedback is monitored by 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
• Negative feedback is used to drive actions to improve and maintain good services.