Patient and public involvement
We always endeavour to listen to the feedback our patients provide to improve the services we deliver. Ways to get involved include the following:
• The Friends and Family Test: asking patients ‘How likely are they to recommend the ward or department should they require treatment in the future’.
• National surveys: such as the inpatient, outpatient, maternity, A&E surveys being carried out on behalf of the Care Quality Commission.
• Patient Reported Outcome Measures (PROMs): surveys which assess the health outcome and experience of patients on four clinical pathways.
• Local patient experience surveys: carried out by wards and departments. The use of volunteers in supporting the Trust to capture patient experience locally is invaluable.
• NHS Choices and Patient Opinion: the national intranet feedback page for patients and the public to post their experiences about the Trust.
• Key performance indicators: shared through the service units on a monthly basis and displayed in ward and department areas.
• Patient complaints and PALS: enquiries enable more formal feedback from patients and carers, and require formal investigation and response from the Trust.