The Royal Berkshire Hospital NHS Foundation Trust has been selected as a finalist in a national awards scheme about the way patient and staff feedback is used to improve healthcare services.
The Friends and Family Test is a way to find out from patients, quickly and anonymously, how they rate their latest experience of NHS care or treatment. They can provide comments to explain their score and this feedback helps services to focus on areas that need improvement.
As most feedback is positive, the FFT also provides a well-deserved pat on the back from hard-working NHS staff. Our recommendation rate remains at 99% (in-patients) and 52,172 surveys have been completed from April 2015 to date; these include in-patient, out-patient, day case, Maternity, and Accident and Emergency areas.
The FFT Awards 2016 were set up to recognise NHS providers who are going the extra mile in their work to listen to patients and staff. There are five categories and The Royal Berkshire NHS Foundation Trust has made the shortlist for the FFT Champions of the year category.
Our entry describes how we have raised the profile of the FFT and worked together with staff to improve patient care. We recognised that to get meaningful and measurable data from FFT an internal benchmark would need to be set regarding the response rate, we set this at 20% until March 2014 increasing to 30% between April 2014 and February 2015 and a further increase to 40% in March 2015. We are delighted that the benchmark is nearly always met.
Sharon Herring, Director of Nursing for the Trust’s Networked Care Group stated: “It is a real privilege to be a finalist in the FTT awards. Staff at our hospital have worked immensely hard to encourage patients to complete the FFT survey and put measures in place to ensure that their feedback is listened to and acted on.
“The results are fantastic. 99% of our inpatients would recommend the Royal Berkshire NHS Foundation Trust to their friends and family.”
Almost 200 entries were received by NHS England. Anu Singh, Director of Patient and Public Participation and insight, NHS England, said: “We have rolled out the FFT across most NHS services and we wanted to take stock of how it’s working and what benefits it is actually bringing for patients.
“Through entries to the awards, we have found a r rich seam of information about a whole range of improvements, great and small, that make a real difference to how patients feel about their contact with the NHS. It is really rewarding to see the high level of appreciation that patients show for staff and to see how well many healthcare providers are listening to their patients and trying to continuously improve services. NHS trusts also conduct a similar feedback scheme for their staff and that too is making a real difference.”
The winners will be announced at a national feedback and insight conference, organised by NHS England, on 17 March and will be simultaneously announced on the news section of the NHS England website.
To learn more about the Friends and Family Test, go to www.nhs.uk/friendsandfamily.