THE NEWCASTLE UPON TYNE HOSPITALS NHS FOUNDATION TRUST patient experience monthly report 2016 –MARCH INTRODUCTION This monthly report on Patient Experience highlights the current data, key developments, risks and actions arising from this area of work. FRIENDS AND FAMILY TEST (FFT) AND REAL TIME PATIENT FEEDBACK (RTPF) RESULTS A procurement exercise has been undertaken and identified a preferred supplier, Quality Health, for the delivery of a Friends and Family Test solutions across the Trust. This supplier will provide the paper based and on-line solution. The online solution will be available via the Trust kiosks, Trust Internet, SMS text messaging of the survey link will continue to ED and Walk-in Center attendees and is promoted via in departments and community services. “Business Cards” From 1st of April 2016 the survey will be discontinued and replaced by “Real Time” the Friends and Family survey, The survey will ask both Friends and Family and a which has been piloted regionally and within the secondary “compassion” question Trust. This approach will streamline the way the Trust seeks patient feedback with one survey being used consistently across all locations, and is more cost effective. There are less questions than in the previous Real Time survey, however patients still have the opportunity to provide free-text feedback. The Real Time alerting of a negative submission is also lost, however it was not evident that this functionality led to measurable real time improvements. Work to implement this is underway including a review of the departments to ensure that all areas are included and have access to the materials and reporting that they need. In order to encourage people who have used Trust services to take part in the Friends and Family Test, and increase response rates, a request is being sent on Facebook for people to access the online survey and provide their feedback to those that have the Trust. ‘liked’ Highlights of Friends & Family data for December 2015: Area Recommendation rate (%) Comparison to Previous Month (%) Inpatients 96 -2 Emergency Dept 94 +5 Maternity (birth) 99 +1 Community 96 -4 Outpatients 93 -2
THE NEWCASTLE UPON TYNE HOSPITALS NHS FOUNDATION TRUST patient experience monthly report –MARCH 2016 INTRODUCTION This monthly report on Patient Experience highlights the current data, key developments, risks and actions arising from this area of work. FRIENDS AND FAMILY TEST (FFT) AND REAL TIME PATIENT FEEDBACK (RTPF) RESULTS A procurement exercise has been undertaken and identified a preferred supplier, Quality Health, for the delivery of a Friends and Family Test solutions across the Trust. This supplier will provide the paper based and on-line solution. The online solution will be available via the Trust kiosks, Trust Internet, SMS text messaging of the survey link will continue to ED and Walk-in Center attendees and is promoted via “Business Cards” in departments and community services. From 1st of April 2016 the “Real Time” survey will be discontinued and replaced by the Friends and Family survey, The survey will ask both Friends and Family and a secondary “compassion” question which has been piloted regionally and within the Trust. This approach will streamline the way the Trust seeks patient feedback with one survey being used consistently across all locations, and is more cost effective. There are less questions than in the previous Real Time survey, however patients still have the opportunity to provide free-text feedback. The Real Time alerting of a negative submission is also lost, however it was not evident that this functionality led to measurable real time improvements. Work to implement this is underway including a review of the departments to ensure that all areas are included and have access to the materials and reporting that they need. In order to encourage people who have used Trust services to take part in the Friends and Family Test, and increase response rates, a request is being sent on Facebook for people to access the online survey and provide their feedback to those that have ‘liked’ the Trust. Highlights of Friends & Family data for December 2015: Area Recommendation rate (%) Comparison to Previous Month (%) Inpatients 96 -2 Emergency Dept 94 +5 Maternity (birth) 99 +1 Community 96 -4 Outpatients 93 -2
A5v_Patient_Exp_Board_Report_-_Monthly_Mar_2016.docx