Surrey and Sussex Healthcare Trust has introduced a new patient experience management programme, which its manufacturers claim is “set to take patient feedback to a new level”.
The trust is implementing the “Your Care Matters” programme in East Surrey Hospital in partnership with Empathica, a company specialising in customer experience management.
The programme collects feedback from patients and offers continuous performance feedback to its ward managers, enabling them to implement improvements.
It builds on the question used in the government’s new “friends and family” test – which asks how likely patients are to recommend a ward to friends and family if they needed similar care or treatment – by following it up with a number of other questions on patient experience.
The programme also allows patients to identify where they have received exceptional care. Patient feedback is flagged up to the relevant manager, allowing them to commend specific employees.
This part of the system has proved extremely popular with staff, according to the trust – with over 500 commendations received from patients so far.
Following a three month pilot that ran across 24 inpatient wards, the trust implemented the programme in its emergency department and it is now being rolled out to outpatients, day surgery units, endoscopy and chemotherapy services.
Trust chief executive Michael Wilson said: “We wanted to move past static measures of performance to a more ‘caring’ solution that gauges our patients’ experience and most importantly, enables us to take actions based upon their views.”
A hospital trust in the Midlands become the first in the NHS to launch a real-time feedback system for patients in February, with comments posted directly to its website.
Patients, families and visitors to Birmingham Children’s Hospital Foundation Trust can use a free app on their smartphone to post their thoughts, complaints and compliments about the trust.