Feedback helps to speed up hospital discharge process

North Tees Hospital.
North Tees Hospital.
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A hospital trust says patient feedback is helping to make improvements.

North Tees and Hartlepool NHS Foundation Trust says it is acting on ratings given by patients through its Friends and Family Test.

The test asks patients to rate how likely they are to recommend a ward or A&E to members of their family and friends and gives an opportunity to explain the rating.

The trust says feedback, both positive and negative, has been used to improve the quality of patient care on a whole range of issues.

Daily team huddles have been introduced on wards to speed up the discharge process by improving communication. The trust says it has also taken note of comments about food temperature with catering quality assurance staff carrying out unannounced ward inspections to ensure improvements have been made.

And repairs to ward furniture and equipment are being made more quickly.

Barbara Carr, associate director of nursing, quality and patient experience, said: “We review all the feedback and celebrate what we’re doing well and build on that or quickly identify any areas for improvement.

“It is a fantastic way for the trust to gain feedback from patients to make sure that we provide the best patient experience we possibly can.”

Shirley Mealing, ward matron at the University Hospital of North Tees, added: “Comments are useful so staff can respond to issues locally very quickly. The good comments provide the staff with motivation and they feel proud of where they work.”