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Patient experience

Nurse and patient

Your experience as a patient tells us how well we are doing and if we can make improvements. These pages describe how this Trust is driving to improve patient experience by marking ourselves against specific performance criteria. One of these criteria is patient satisfaction with the services and care provided.

We have chosen five key objectives for 2014/15 which are:

  • Improving our focus on safety and quality
  • Improving patient experience, satisfaction and engagement
  • Create a sustainable workforce that is engaged in developing and improving services
  • Ensure financial sustainability
  • Plan for our future

Visit Vision & corporate objectives for more information. 

Tell us how we are doing

We are committed to ensuring that our patients have the best possible experience when visiting any of our hospitals and community services. To help us achieve this, we are asking patients to tell us what they think about our services through the Friends and Family Test (FFT). This is an important national feedback tool providing people who use the NHS services with an opportunity to give feedback on their experience.  

The survey was launched by the government in April 2013 to ask patients if they would recommend our services to friends and family if they needed similar care or treatment.  For further information about the Friends and Family Test visit NHS England FFT

The feedback gathered helps us to improve and make changes to our services and the care we provide, take immediate action to tackle areas of weak performance, track where our targeted improvements have been most effective and build on success and recognize services that excel. The test also provides our commissioners with an up-to-date and comparable measure to benchmark us against other trusts.

Friends and Family Test

The test asks patients, before they leave hospital, if they would recommend our services to friends and family if they needed similar care or treatment. Patients can select from a range of responses - 

  • Extremely likely

  • Likely

  • Neither likely nor unlikely

  • Unlikely

  • Extremely unlikely

  • Don’t know

The test is followed-up by simple supplementary questions which helps us to identify both good and bad performance.

How do we ask the Friends and Family Test questions? 

Patients can complete the Friends and Family Test by using our paper survey forms in our inpatient wards, A&E, Maternity, Outpatients, Paediatrics and Community services or visit I want great care The survey allows us to continually gather patient feedback and see the results so that we can take swift action to improve our services in direct response to what our patients are telling us.

To see the national data for the Friends and Family Test, see NHS England statisitcs