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Patients to rate East lancashire's hospitals
5:00pm Saturday 6th October 2012 in News
BOSSES running East Lancashire hospitals have welcomed Government moves to bring in a customer service-style review of their services.
From next April, all NHS hospitals will have to ask all inpatients and those using Accident and Emergency about their experience using a standard question that will allow patients to compare different facilities.
Scores will be published for each hospital, even at ward level, with ministers hoping that patients, doctors and managers will use the information to push for improvements.
Ian Brandwood,director of human resources at East Lancashire Hospitals NHS Trust, said a similar review already takes place in East Lancashire.
He said: “As part of our on-going commitment to improving patient care, we already ask a similar question of patients whilst in hospital.
“The question is part of both our paper and web based questionnaires on patient experience.
“The information is totally anonymous and once collated, is reviewed by individual wards for learning, training and improvement purposes.”
Patients leaving hospital will be asked: “How likely are you to recommend our ward/A&E departments to friends and family if they needed similar care or treatment?”
They will be asked to respond by using a six-point scale ranging from ‘extremely likely’ to ‘extremely unlikely’.
Because of fears that asking the questions face to face wmight influence the results, hospitals will ask patients via text messages, a weblink, freephone numbers, or by installing voting booths on wards. The results will be published monthly.
Sally Brearley, chairman of the forum that decided on bringing the survey in, said: “The friends and family test is a useful way for staff to look at their place of work, and for patients to look at the quality of care they receive, and for them to judge whether they would be content for a loved one to use that service, should they need treatment.”
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