Would you recommend us to your family or friends? - Friends and Family test


 

See also video relating to the Friends and Family Test in Maternity Services

The NHS Friends and Family Test is a nationwide initiative to gain feedback from patients about the care and treatment they receive in hospital.

Patients are asked whether they would recommend NHS services to their friends and family if they needed similar care or treatment, which is believed to be an important indicator of the quality of care they have received.

We have started using the Friends and Family Test on our wards and Emergency Department, and every patient that receives treatment in those areas is now be able to give feedback about the quality of care they have received.

The vast majority of patients we have surveyed to date would recommend the care given on our wards or emergency department to a friend or family member.

We are very pleased that these people had a good experience of our care. However we also want to know where we have not met expectations so that we can make improvements. Your feedback is our best way of knowing where we are doing well or where we could do better.

The latest results for each of our wards and the emergency department can be found on the NHS Choices website . The results are updated every month.

How does the Friends and Family test work?

When you are discharged, you will be asked to answer the following question via a paper form provided by staff. If you do not receive a form please ask for a copy.

'How likely are you to recommend our ward/A&E department to friends and family if they needed similar care or treatment?'

You will be invited to respond to the question by choosing one of six options, ranging from 'extremely likely' to 'extremely unlikely'.

It is important that you are given the opportunity to explain why you have given your answer, so please answer any follow-up questions.

If you been given a Friends and Family Test Feedback Card and would like to let us know your thoughts please follow the following instructions.

If you have been treated in Accident and Emergency please visit www.smartfeedback.org.uk/A&E and enter your Online ID to continue. This can be found in the bottom right hand corner of your card.

If you have been treated on a ward and would like to submit your feedback please www.smartfeedback.org.uk/inpatients

Do you have to respond to the question?

Your answer is voluntary. But if you do answer, your feedback will provide valuable information to help ensure our patients have the best possible experience of care.

Your answer will not be traced back to you, and your details will not be passed on to anyone. A member of your family or a friend is welcome to answer the question if you are unable to.

If you feel that you should have been given the opportunity to respond but did not receive the questionnaire, please contact Patient Services on 0114 271 2400 or via email at PST@sth.nhs.uk

How will the results be used?

We will gather the results and analyse them to see where we can make improvements or explore your suggestions further. If your comments are complimentary we will of course pass on your praise to the staff who cared for you. Your feedback will be combined with that of other patients to create an overall score for the particular ward or department. This is the score which is published on the NHS Choices website every month. Our Matrons and Ward Managers will also receive a full copy of the feedback their ward or department has received so that they can discuss this with the rest of the team and take the appropriate action.

Does the Friends and Family test replace the NHS complaints procedure or other forms of feedback?

No, this will not replace our current complaints procedure or other forms of feedback. If you wish to give a compliment, raise a concern or make a complaint please contact our Patient Services Team on 0114 271 2400 or via email at PST@sth.nhs.uk

As well as the Friends and Family test we will continue to actively seek patient and visitors views on our care and services through our website, spot surveys, patient groups and informal discussions with patients and their families.

You can also let us know what you think by using the electronic form below. Please choose from one of the options from the drop box below.

Please choose from the list so we can deal with your enquiry in the best way.





 
 

Additional Information

New technology helps patients air their views 


Patients at Sheffield Teaching Hospitals NHS Foundation Trust will now be able to give immediate feedback about the care they receive at a touch of a button.

The Trust has trained a team of 50 volunteers to use hand-held digital devices - much like PDAs - to collect the thoughts of patients about their care.

This information is then analysed and reported back, providing patient feedback at both ward and Hospital Trust level.

Volunteers have been chosen as they are independent of the patient's care and treatment, which has been found to be the best way of receiving open and honest feedback.

Sue Butler, Head of Patient Partnership at the Trust, said: "Anything which helps us fully understand the experiences our patients have when we care for them is great.

"The new devices will help us keep more frequent and up-to-date information from patients and their families, as part of our strategy for engaging people in how we make continuous improvements.

"It is the flexibility of this service that really excites us, because we can tailor the questions to examine a particular point in time and see how well new schemes are doing."
 

 
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