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Patient give 'live' feedback on care and staff at Surrey Hospital


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.


Readers' comments (2)

  • birmingham was not the first for real time feedback, birmingham mental health trust was over a year before them.

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  • If the NHS is serious about listening to feedback and more importantly, using it to learn and improve, then this is the only way to go.

    The technology has been there for some time. The public have been using it for some time. The NHS has had it's head in the sand for some time.

    Now is the time to change this.

    However, many Trusts have one significant barrier to overcome. It's not the technology or it's implementation either. It is the culture.

    We are trusted as health professionals to deal appropriately and professionally with people using our health service when we do this face to face.

    However, for some strange reason, when it comes to any kind of on-line real-time communication, this is devolved in many organisations to a communications/media team. There is a fear that we cannot be trusted.

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