Patient Experience

Patient feedback helps us to understand how patients and their families feel about their care at St George’s University Hospitals NHS Foundation Trust.

By listening to patients and responding to what they tell us, we can improve the patient experience.

We welcome all feedback we receive as it helps us to identify areas where we can improve and also lets us know where we are doing well.

Real-time experience (RaTE)

In 2011, St George’s University Hospitals NHS Foundation Trust developed a new system of capturing real-time patient feedback through tablet computers and online surveys. The trust has since introduced tablet computers to almost all patient areas. We now provide this system to a number of NHS organisations around the country, and as part of our World Health Organisation (WHO) work abroad.

The results of our surveys are instantly available in reports that highlight areas of especially good or poor performance; allowing staff to make improvements or share positive feedback as examples of good practice.

We revise the survey questions regularly to ensure that we’re focusing on the right areas.

Friends and Family Test (FFT)

The “Friends and Family Test” is a simple question that patients are asked about the care they have received from our services.
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The question is “How likely are you to recommend our service to friends and family if they needed similar care or treatment?” Patients are encouraged to explain why they gave a particular score, so the Trust can use this insight to target any improvement activity. Details such as gender, age, ethnicity and disability are also collected if provided.

The results of the test will allow patients and the public to compare healthcare services and clearly identify the best performers, as well as those who need to improve. It provides the trust with excellent feedback that it will use with other sources of information it collects to make improvements or celebrate successes.

St George’s is now using the Friends and Family Test in all service areas; including A&E, maternity, inpatient wards, outpatient clinics and our community services.