Surveys, feedback and results

Despite the continuing challenges COVID-19 has brought to us, we have continued to work hard to  measure patient satisfaction, listen to views, share them and act on them. Face to face interactions may have been deterred this year, however the Friends and Family Test has continued (by using SMS text messages to mobile telephones and Interactive Voice messages on landlines to reach out to our patients), as well as the implementation of the National Patient Survey Programme Questionnaires.

In addition, there have been more and more requests from colleagues asking for support and guidance in measuring and assessing their revised methods of working – operational changes that have had to have been made in light of COVID-19. Our Local Surveys are supporting our teams across our Health Communities.

Local Surveys

Breast Unit Satisfaction Survey  

A local survey scheduled to be undertaken for 3 months.  Started in July 2021.  All patients will be sent a survey invitation link following their breast care appointment.  The survey aims are to capture experiences and comments relating to the appointment and to act and learn from feedback.  Themes included whether or not patients and their carers felt involved with the planning of care, whether they felt listened to, whether they understood the treatment plan and health advice etc

E-Booking Patient Feedback - August 2020 – November 2020

A local survey aimed at evaluating the use system of making electronic bookings

 E-letters – August 2020 – November 2020

A local survey aimed at evaluating the use of electronic letters being sent out to patients via a link in a text message, as opposed to letters being posted out in paper form

Lancashire and Cumbria Interstitial Lung Disease (ILD) – Ongoing

A survey designed to capture views from patients who are accessing ILD services across Lancashire and South Cumbria.  Working in collaboration with the ILD Regional Multi-Disciplinary Team   

Surgical Charter

A large, local survey undertaken in November 2020 that captured views of surgical patients who had accesses services over the previous 12 months.  The results of the patient experienced survey influenced the content of the Set for Surgery Patient Charter

Estates and Facilities Patient Experience Survey Winter 2020

A comprehensive patient experience survey sent to all patients who had been inpatients during the months of January and February 2021.  The survey specifically examined different elements under the Estates management including housekeeping, portering services, linen services, catering services and estates operational services (maintenance staff)

Elective Surgery at Westmorland General (Hololens Survey) – April 2021

A local survey to evaluate patient feedback following elective surgery at Westmorland General Surgery and the use of Hololens technology which enables remote consultation.  The Hololens  is a headset that allows video and audio to be linked to another area.  It simulates a virtual world and allows clinicians to consult with patients virtually.

Integrated Musculoskeletal Service (IMSK)  – May 2021

Providing links to the “Escape Pain” support information for IMSK patients

Video Conferencing Survey – October 2020

Local survey to evaluate patient views in respect of video conferencing appointments where a consultation is via video link as opposed to face to face

Royal Lancaster Infirmary Medical Unit Two Experience Based Co Design (EBCD) August 2021

• Acute Frailty Network Patient Questionnaire – Patient suggestions for improvements
• Acute Frailty Network Patient Questionnaire – Patient comments
• Acute Frailty Network Experience Based Design

Additional Surveys

• A&E engagement survey
• Patient Flow - Discharge Facilities & Process Improvement

National Surveys

• Children and Young People's Patient Experience Survey

• Urgent and Emergency Care Survey

• Maternity Survey

• Cross Programme Development Work and Pilot Results

National inpatient survey 2019 (published in July 2020)

The survey looks at the experiences of people who were discharged from an NHS acute hospital after spending at least one night in hospital during July 2019. Overall, 8.3 out of 10 respondents said they had a very good experience whilst being cared for in one of UHMBT’s hospitals. The Trust also ranked higher than most trusts in two questions – whether members of staff answered questions in a way that patients could understand, and whether staff explained how an operation or procedure had gone in a way patients could understand.

Compared with our results in the 2018 survey, we ranked significantly higher for five questions and significantly lower for none of the questions. There were no significant differences between last year’s and this year’s results for the remaining 56 questions.

Areas that the Trust has performed better compared to last year’s survey include:

• Patients having confidence and trust in Doctors and other clinical staff (e.g. physiotherapists, speech therapists, psychologists)
• Patients felt that different members of staff worked well together
• Patients felt involved in decisions about their care and treatment and in their discharge from hospital
• Patients felt that their privacy was maintained throughout examinations or treatment
• Patients felt that they were treated with respect and dignity

Friends and Family Test (FFT)

Here at University Hospitals of Morecambe Bay NHS Foundation Trust we want to ensure that you have the best possible experience. Patients, carers, friends and family are welcome to leave feedback at any point. Your feedback will help us to improve our hospital services and celebrate our successes with those members of staff who looked after you. 

See the Friends and Family Test feedback here.

Your feedback is anonymous and can be given in the following ways:

Online

You can leave your feedback online here. If you are on a ward you may be asked if you would like to leave your feedback using a ward tablet. You can also visit the NHS website to leave a review.

QR code

Using your smartphone you can scan the QR code on our posters, leaflets, letters, feedback cards and business cards.

Texts & IVMs

You may be sent a text or an interactive voice message (IVM) on your landline once you are discharged from hospital. You can request to stop recieving texts by replying 'STOP'.

This is a free service and you will not be charged. Some network providers may alert you that you will incur a charge at premium rate if you reply, please disregard this as it does not apply to this service.

More than just the Friends and Family Test

The Friends and Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use UHMBT services have the opportunity to provide feedback on their experience. Listening to the views of patients and staff helps identify what is working well, what can be improved and how. The FFT question set asks people if they would recommend the services they have used and offers a range of responses.

From April 2020, a new question has replaced the original FFT question about whether people would recommend the service they used to their friends and family. The replacement question invites feedback on the overall experience of using the UHMBT services. When combined with supplementary follow-up question as below:

1. Please could you tell us why you have given us your score?
2. What matters to you when accessing UHMBT services?

The FFT system provides a mechanism to highlight both good and poor patient experience. This kind of feedback is vital in helping to transform our services.

It has never been more important to know what matters and to find out what’s really important to people right now. We would love to hear from you and share your stories and comments. Please share your story and what matters to you in the form here.