Patient Experience

Smiling medical receptionist taking a phone callThe NHS uses a wide range of methods to check that patients are receiving the high quality experience they expect when they use a local health service.

Severals ways the NHS collects this information include feedback from patient surveys, information gathered by Patient Participation Groups (or PPGs), patient stories we hear at local engagement events, or the results of online opinion polls.

Friends and Family Test

An NHS ‘friends and family’ test was introduced to see which services are performing the best. If you receive assistance or treatment, you will be asked the simple question of:

"How likely are you to recommend our service to friends and family if they needed similar care or treatment?"

The results are published on the NHS website, so you can see which are performing best in the eyes of their patients. It will also help other establishments to raise their standards

Patient stories

At Governing Body meetings, we invite patients to talk to us about their experiences regarding their health care – referred to as a ‘patient story’

Patient stories are a powerful way of bringing experiences to life and making them accessible to other people. The board listens to and focuses on the patients overall experience as a whole person rather than just a clinical condition or as an outcome.

These stories help to understand what is important to people, what works well and what can be improved.

If you would like to tell us your story, please contact us and one of the team will discuss the ways you can do this.

Here are some of the stores that have been presented at our Governing Body meetings:

You can let us know your views and share your experiences by: