A hospital trust has extended its efforts to capture the views of its patients.
Recently named as the best performing Trust in the Yorkshire and Humber region for inpatient care, Hull and East Yorkshire Hospitals NHS Trust has now chosen to introduce the NHS Friends and Family Test to the Minor Injuries Unit at East Riding Community Hospital in Beverley in order to gain more views from patients using its community services.
The test asks patients who have received care one simple question, “How likely are you to recommend this ward/department to friends and family they needed similar care or treatment?”
Currently, Trusts are only required to survey patients who have spent time as an inpatient or who have used urgent care services but this move will enable the Trust to gather more feedback with a view to improving services and patient satisfaction.
The move comes in the wake of a raft of negative publicity which led to an angry protest over failures at Beverley’s East Riding Community Hospital on the day a Care Quality Commission report called for immediate improvement.
The hospital, opened last July at a cost of £19 million, agreed to cut nearly two-thirds of its beds last week, following a snap inspection by the CQC.
Tim Horne, Head of Patient Experience for the Trust says:
“The expansion of the Friends and Family Test has been greatly received by our staff and most importantly patients.
“Specifically in Beverley we are receiving around 90 responses each week, with the majority of people saying they are extremely likely to recommend us to their friends and family for similar care or treatment.
“This has supplemented our overall Friends and Family Test response rate massively, and combining these with our responses for the Emergency Department and Acute Assessment Unit, this means we’re now receiving over 1000 patient views on our urgent care services each month, and we’re seeing a corresponding rise in patient satisfaction.
Following treatment at Beverley Minor Injuries Unit, patients will be asked to complete the Friends and Family Test either online or using a paper copy of the survey. Feedback is collated each month and comments used to complement staff or drive improvements in service as necessary.
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