Here at the Trust, we know that patient experience is more than just meeting our patient's physical needs, but also about treating each patient as an individual with dignity, compassion and respect. We do not want to just meet expectations, we want to exceed them. We will continue to actively promote and develop ways to seek feedback from patients and carers and involve them in the design and delivery of our services. We use the feedback from a number of sources, including formal patient experience mechanisms listed below, concerns and complaints to improve the care we provide.
Patient Experience Manager
The Patient Experience Manager works closely with patients, relatives, carers and staff to look at all the information provided to ensure that each patient experience is positive and, where possible, exceeds expectations. The Patient Experience Manager works closely with the Complaints Team and the Patient Liaison and Advice Service to ensure that patients receive high quality services and support when needed, as well as providing support and advice for staff.
How do we measure patient experience?
Friends and Family Test (FFT)
The Trust uses Friends and Family Test to review clinical services. Feedback from these surveys is used by wards and departments to monitor patient experience. FFT results are gained via the following:-
- Text message or interactive voice message, for patients who attend our Emergency or Outpatients Departments.
FFT cards – we use cards for inpatients or for patients that would not like to receive a text or interactive phone message – please provide cards for those who request them.
The NHS Choices website provides the Trust with valuable reflections from patients and carers. These are used to provide feedback to clinical services whether positive or negative. The Trust also uses the comment section to ask contributors to make contact with the Trust so that concerns not raised elsewhere can be resolved, wherever possible.
Comment and Suggestion Cards
Comment and suggestion cards are available throughout the Trust. They enable us to collate information on what we did well and what we can do better. This information is cascaded through the Trust both at clinical and ward levels. Teams are requested to formulate action plans on this feedback and provide updates if changes are made.
Five a day
The Patient Experience Manager visits clinical areas to speak to five patients each day to understand their experiences first hand, enabling patients and their carers to comment on the quality of the care they are receiving. The information obtained is shared with the ward staff, both the positive comments and the areas for improvement. Actions are taken to resolve any issues that can be addressed immediately, with on-going work to deliver longer term improvements. The Patient Experience Manager confirms that actions have been taken as part of the on-going rolling programme.
PALS office, Level 1, Whiston Hospital, Warrington Road, Whiston, L35 5DR
Telephone us: 0151 430 1376
Compliments, Complaints and Suggestions Leaflet