The Mid Yorkshire Hospitals NHS Trust is helping to improve the experience of its patients by acting on their feedback.
Feedback is captured in a number of ways including through the Friends and Family Test (FFT), an NHS initiative that enables patients to give anonymous feedback that could help improve services.
Rebecca Price, Patient Experience Project Manager at The Mid Yorkshire Hospitals NHS Trust, said: “The FFT asks a simple question to find out whether, based on their experience, patients would recommend the care they received to their friends and family”.
“They also get the opportunity to comment on what was good about their care and what could be improved and it’s from these comments that we’re really able to act and make changes.”
Comments in the FFT can range from something as simple as the need for improved signage or access on the telephone, to a big idea for driving up quality and making it easier for people of all ages, languages and physical conditions to get involved.
In the last three years the trust has received over 250,000 responses from patients via the Friends and Family Test and has implemented many changes on the back of these.
One has been the introduction of a permanent Macmillan Information Pod and support service at Pinderfields following a patient comment that it would be “good to have better information in hospital regarding treatment and future treatment for cancer.”
On the Children’s ward one of the day rooms has been turned into a ‘Chill-out’ zone for the older children, who didn’t feel that they were as well catered for as the younger children.
The small things also make a huge difference to patients when they are in hospital. A new toaster on the labour ward means that new mums can now enjoy a piece of toast after delivery and a remote control for the TV in the day room on Gate 44 has been welcomed by all.
Rebecca continued: “We value all the feedback we receive and encourage everyone to leave it, good or bad. There are comment cards all around the hospital in many formats, so we can gain feedback from a wider range of people, including our younger visitors and the visually impaired. We also have opportunity for people to scan in the QR codes on their smart phones, so they can complete it online.
“If we don’t know what people really think and need, we can’t make improvements or do more of the good things.”
As part of a national public-awareness raising week, the FFT is in the spotlight with a series of local events and other initiatives to let people know how they can have their say on the NHS other than through formal patient surveys or making a complaint.
More information about the FFT can be found here: www.nhs.uk/friendsandfamily.
Read more about why NHS England is focusing on important patient feedback here: www.england.nhs.uk/2016/03/anu-singh/