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Listening to your feedback

We are always keen to listen to your views. There are a number of ways we regularly collect feedback about our services. Please share your feedback and help us improve our services. If it matters to you, it matters to us. We're listening.

The Friends and Family Test (FFT)

Friends and Family tests (FFT) are an anonymous feedback form used to monitor, assess and improve patient experience.
Where to find them

FFT’s can be found in the department you are visiting or you can ask a member of staff for a copy. The forms are anonymous and once completed you can drop them off in the deposit boxes situated within the department.

What happens to your feedback

The Patient Experience Team or Trust volunteers will collect the feedback forms weekly and separate the compliments, comments and concerns. Any specific comments to staff will be sent to the departments and concerns will be flagged for improvement and actions.

How we report on the data

FFT data is reported on weekly and monthly. The weekly reports are scanned copies of the Friends and Family Test forms and are sent to the relevant departments. They are separated by concerns, compliments and feedback. Monthly, a report table that is divided by department is sent to the senior management team for each speciality. FFT footfall and response rate data is also reported on in the monthly DMB and Quality reports and discussed during the corresponding meetings.


Smiley Face Touchscreens

When you visit, you'll see our Smiley Face Touchscreens around the site. They are a quick way to share how you feel about your visit. Simply touch the screen and select the face which matches your experience. Your feedback gives us a quick way to understand the general mood and experience of our visitors, which means that if lots of people are having a less than positive experience, we can intervene.

Experience Surveys

Please share your feedback with us via an experience survey. Your feedback helps us drive improvement.
Outpatients

Following your appointment in the Main Outpatient department, we would like to know about your experience.

Imaging (X-ray and MRI)

Following your appointment in the Imaging department (x-ray, MRI,CT or Ultrasound), we would like to know about your experience.

Pre-operative care

Following your appointment in the Preoperative department, we would like to know about your experience.

Theatres and Recovery

Following your procedure, we would want to know about your experience in our Theatres and Recovery department.

Therapies (physio, orthotics, hydro)

Following your appointment in the Therapy department (hydrotherapy, Outpatient Physiotherapy, Orthotics), we would like to know about your experience.

Food quality

Following your stay in hospital we would like to know how you found the food during your stay and whether you'd suggest any improvements.

Children and Young People

Following your appointment in the Children and Young Person Centre, we would like to know about your experience.


Compliments

Compliments are comments, letters or even gifts expressing thanks and gratitude for the service received. We log compliments on the system and share them with departments and senior management.