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Wirral University Hospital NHS Foundation Trust

Friends and Family Test

To measure patient experience we use a Recommend Rate and Not Recommend Rate. The idea is simple: if you like using a certain product or doing business with a particular company you like to share this experience with others. From the answers given 3 groups of people can be distinguished: Detractors - people who would probably not recommend you based on their experience. Passive - people who couldn't really say one way or another. Promoters - people who have had an experience which they would definitely recommend to others. 

The Friends and Family Test requires all patients, after discharge, to be given the opportunity to answer:  How likely are you to recommend our ward to friends and family if they needed similar care or treatment? 

Results are reported as a recommend rate and a not recommend rate. In March 2017 our scores were:

Inpatients

Recommend Rate

100

NOT Recommend Rate

0

Emergency Department

Recommend Rate

88

NOT Recommend Rate

7

 

 

 

 

 

 

Seeking the views of our patients and their relatives/ carers and friends is important to us and we use a variety of methods to do this. Patients are issued an experience questionnaire on discharge entitled “Learning with Patients” detailed below are just some of the latest results:

October - December 2016

Question

Amount of patients responded

%

I was treated with courtesy and respect by:

Doctors (Monday - Friday)

485

98

Doctors (Weekend)

175

94

Nurses (Monday - Friday)

506

97

Nurses (Weekend)

218

97

Allied Health Professionals (Monday - Friday)

193 96

Allied Health Professionals (Weekend)

96 91

I was provided with information that helped me understand my care by:

Doctors (Monday - Friday)

439

93

Doctors (Weekend)

148

85

Nurses (Monday - Friday)

486

96

Nurses (Weekend)

198

94

Allied Health Professionals (Monday - Friday)

170

95

Allied Health Professionals (Weekend)

85

91

I had confidence in the:

Doctors (Monday - Friday)

474

96

Doctors (Weekend)

171

94

Nurses (Monday - Friday)

497

98

Nurses (Weekend)

205

95

Allied Health Professionals (Monday - Friday)

183

96

Allied Health Professionals (Weekend)

95

94