We want to hear from you – would you recommend our hospitals to your friends and family?
The test is a national initiative to improve patient care, allowing hospitals to be directly compared via a standard question asked of all patients staying in hospital and those treated in emergency departments:
“How likely are you to recommend our ward to friends and family if they needed similar treatment?”
Patients will then be given a choice of a number of boxes to choose from: Extremely likely; likely; neither likely or unlikely; extremely unlikely; unlikely; and don’t know.
Suzanne Rankin, Chief Executive at the Trust explains more: “Direct patient feedback is the best way to monitor how well we are doing and what patients think of our hospitals. We’ve already been gathering this sort of information via patient questionnaires and something called our Net Promoter Score which asks a very similar question - whether patients would recommend us to their family and friends. On NHS Choices, the national NHS website, 94% of patients who post comments say they would recommend us, the top score across Surrey hospitals. Of course this is only a relatively small sample and we welcome the new national test which will give us both a monthly score – based on a much bigger sample - and very rich information about our individual wards and exactly where we need to target improvements.”
Suzanne continues: “Improvements we’ve made resulting directly from what patients tell us include making follow-up ‘phone calls to day surgery patients so we can offer reassurance about their recovery, and reviewing our patient leaflets to make sure they include relevant information. We have also put up screens in our outpatient departments which give patients up to date information on waiting times for individual clinics so they know how long they have to wait – again as a result of direct feedback from patients. We expect the Friends and Family test to give us even richer information that we can act on and make sure we continue to offer our patients the very best care. This kind of feedback can also act as a trigger is there is something of real concern. I would urge as many patients as possible to take part.”