Friends and Family Test
To measure patient experience we use a Recommend Rate and Not Recommend Rate. The idea is simple: if you like using a certain product or doing business with a particular company you like to share this experience with others. From the answers given 3 groups of people can be distinguished: Detractors - people who would probably not recommend you based on their experience. Passive - people who couldn't really say one way or another. Promoters - people who have had an experience which they would definitely recommend to others.
The Friends and Family Test requires all patients, after discharge, to be given the opportunity to answer: How likely are you to recommend our ward to friends and family if they needed similar care or treatment?
Results are reported as a recommend rate and a not recommend rate. In March 2017 our scores were:
Inpatients |
|
Recommend Rate |
100 |
NOT Recommend Rate |
0 |
Emergency Department |
|
Recommend Rate |
88 |
NOT Recommend Rate |
7 |
Seeking the views of our patients and their relatives/ carers and friends is important to us and we use a variety of methods to do this. Patients are issued an experience questionnaire on discharge entitled “Learning with Patients” detailed below are just some of the latest results:
October - December 2016 |
||
Question |
Amount of patients responded |
% |
I was treated with courtesy and respect by: |
||
Doctors (Monday - Friday) |
485 |
98 |
Doctors (Weekend) |
175 |
94 |
Nurses (Monday - Friday) |
506 |
97 |
Nurses (Weekend) |
218 |
97 |
Allied Health Professionals (Monday - Friday) |
193 | 96 |
Allied Health Professionals (Weekend) |
96 | 91 |
I was provided with information that helped me understand my care by: |
||
Doctors (Monday - Friday) |
439 |
93 |
Doctors (Weekend) |
148 |
85 |
Nurses (Monday - Friday) |
486 |
96 |
Nurses (Weekend) |
198 |
94 |
Allied Health Professionals (Monday - Friday) |
170 |
95 |
Allied Health Professionals (Weekend) |
85 |
91 |
I had confidence in the: |
||
Doctors (Monday - Friday) |
474 |
96 |
Doctors (Weekend) |
171 |
94 |
Nurses (Monday - Friday) |
497 |
98 |
Nurses (Weekend) |
205 |
95 |
Allied Health Professionals (Monday - Friday) |
183 |
96 |
Allied Health Professionals (Weekend) |
95 |
94 |