Feedback is the key to us being able to continually improve the service we provide for our patients.
We place great value in the feedback we receive from patients as it allows us to see our service through their eyes, identifying new ways for us to better meet their needs.
For that reason we have significantly strengthened our patient experience channels to provide more detailed information, giving us a clearer picture of how our patients feel about our service.
We now gather feedback and information in the following ways:
- Patient experience surveys
- NHS Friends and Family Test (FFT)
- Comment cards
- Face to face engagement
- Patient forums
- Patient representative groups (eg Healthwatch)
- Dedicated Patient Experience Team
- Dedicated Quality and Compliance Team (Incident reporting via Datix)
Our patient experience survey is conducted twice a year to gauge the care, comfort and communication we provide for our patients. We survey across all contract areas at the same time, giving us a national patient experience snapshot.
Patients can fill in the survey online or through freepost cards available on board vehicles and liaison desks. We also have electronic tablets available at a number of healthcare settings for patients to use offer their feedback.
The feedback received through the survey is independently collated and a report is produced which is then shared with commissioners.
Since the first survey was carried out in August 2013 we have reported high levels of satisfaction across all contract areas. We have received fantastic praise for the care, professionalism and reassurance provided by our staff, along with some really practical suggestions that has led to changes being made within our operations. Where we have received negative feedback or patients have expressed a level of dissatisfaction we have put measures in place which have resulted in tangible improvements for our patients.
Friends and Family Test (FFT)
From April 2015 it became mandatory for patient transport providers to offer patients the opportunity to provide feedback using the Friends and Family Test (FFT).
The survey allows patients to say whether they would recommend a healthcare service to a friend or family member, should they ever have a need to use it.
Each month we submit the feedback collected through FFT to our commissioners and NHS England.
Patient Experience Team
In 2015 we introduced our Patient Experience Team (PET) providing our patients with an in-house department dedicated to dealing with their enquiries.
Robust policies and processes are in place to ensure that the PET deals with all enquiries in a timely and efficient way so we can ensure patients are satisfied that all issues have been resolved. They will be assigned a dedicated person within the PET who will guide them through the complaints process from start to finish.