Study shows St George’s among best for responding to patient feedback
St George’s University Hospitals NHS Foundation Trust has been named as one of only a handful of trusts who effectively respond to patient feedback online.
The study by Patient Opinion, an independent not-for-profit feedback website enabling patients to share their experiences of NHS care, found that the trust responds to 95 per cent of all comments and 100 per cent of critical comments posted on both the Patient Opinion and NHS Choices websites.
The evaluation examined 4000 comments posted between May and October 2012 and how often the trust had responded to instances where patients had raised concerns.
St George’s was given the top rating, showing that the trust ‘responds frequently and is good at these measures of quality’. St George’s is one of only six trusts across the country named in this grouping.
Alison Robertson, chief nurse and director of operations, said: “Websites such as NHS Choices and Patient Opinion are becoming increasingly popular and offer an instant and convenient method for patients to share their experiences. The trust values all feedback it receives, whether in person, in written format or by digital means, as it helps us to identify areas where we can improve but also lets us know where we are doing well.
“This study shows that St George’s is interested in what patients and visitors have to say and that we want to listen and make efforts to respond to people when they have comments to make on improvements.””
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