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Queen’s and King George Hospitals great at listening to patient feedback

Chief Nurse and Deputy Chief Executive, Kathryn Halford, says feedback is very important to the trust (credit: BHRUT)

The trust which runs King George and Queen’s Hospitals is one of the best in the country at asking patients for feedback according to a new survey. 

The annual CQC Adult Inpatient Survey showed Barking, Havering and Redbridge NHS University Hospitals Trust (BHRUT) scored higher than most others when it came to listening to patients. 

It is due to the Family and Friends Tests (FFTs) which ask patients at both hospitals for their views on the care they received and whether they would recommend the trust to their family and friends.

The survey also showed the trust made improvements in other areas, such as the care and treatment category. It revealed patients felt they were involved in the decision making process about their care and had confidence in the choices that were made regarding their treatment. Patients also claimed they were receiving enough emotional support. 

However, some people also said they were unhappy with how long they were made to wait for an operation and also felt communication wasn’t as good as it could have been before and after their procedure. 

In most other categories the trust’s scores remained in line with the national average and did not change from previous years.

“Patient feedback is extremely important to us, showing areas where we need to focus on and improve,” said Chief Nurse and Deputy Chief Executive, Kathryn Halford.  

“At this time, given the impact the Covid-19 pandemic has had and will continue to have, it will be a bit more of a challenge for us. That’s why we are going to use an area where we’re doing well to help tackle areas where our patients are not quite as happy.

“As part of our new patient experience strategy, we’ll be updating and improving our FFT surveys, so we can review and act on our patient’s feedback more quickly. This should mean that by the next time these annual results are published, they will show the benefits of more regularly making adjustments to meet our patients’ needs.”

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