Patients sing the praise of hospital

Staff with the system for gaining friends and family feedback in A&E at Wansbeck General Hospital.
Staff with the system for gaining friends and family feedback in A&E at Wansbeck General Hospital.

Nearly 100 per cent of patients are likely to recommend Wansbeck General Hospital to friends and family, a survey has revealed.

Data from the NHS Friends and Family Test shows that 69 per cent are ‘extremely likely’ and 28 per cent ‘likely’ to recommend Northumbria Healthcare NHS Foundation Trust’s services at the Ashington hospital based on their own experiences.

The survey was conducted between April and June this year and revealed 82 per cent were ‘extremely likely’ or ‘likely’ to recommend the A&E department.

Director of patient experience Annie Laverty said: “As an organisation we place great emphasis on making sure we capture the views of our patients so that we can continuously improve quality and we are delighted with the response rate we have had since this new national measure was introduced in April.

“We know that the very large majority of our patients are very satisfied with the care they have received from us but we also know that sometimes things do not live up to the high standards we have set ourselves.

“Feedback from the inpatients and people attending A&E who are not likely to recommend our services is what we are most interested in understanding so that we can make real tangible quality improvements.”

The trust also carries out surveys – with inpatients, outpatients and people who have attended A&E – two weeks after they have used services to ensure a balanced view of care.

Annie said: “We know from national research that patients are more likely to share their honest views around two weeks after their actual experience and this is when we actively seek feedback to ensure we get the full picture.

“We are very passionate about listening to our patients and really understanding what matters most to them.”