Patient experience

Collecting patient feedback

We use a range of mechanisms to understand our patients’ experience of hospital care, from our own bedside surveys to the nationwide NHS Friends and Family Test.

The Friends and Family Test asks people if they would recommend the services they have used and offers a range of responses to choose from.

Combined with supplementary follow-up questions and the outcomes of our own surveys, the test helps highlight both good and poor elements of patient experience, enabling us to share best practice and identify areas for improvement as a result.

Percentage of patients who would recommend our services

  2014/15    2015/16    2016/17    2017/18 2018/19
Inpatients 92.7 95.2 96.0 96.8 97.3
Outpatients n/a 91.6 95.1 97.0 96.8
A&E 90.9 91.4 89.0 85.8 95.3
Maternity – delivery care 97.1 96.2 97.6 97.8 97.0

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