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Friends and Family Test media response


Patients have given a strong signal of their satisfaction with care at the Royal Devon and Exeter NHS Foundation Trust (RD&E) by ranking the Trust top of the region in the new NHS Friends and Family Test published today (30 July).


The NHS Friends and Family Test asked patients in all acute hospital inpatient and accident and emergency departments one simple question: ‘How likely are you to recommend our ward/A&E department to friends and family if they needed similar care or treatment?’


The survey ran from April until June this year. Patients who responded gave very positive answers which put the RD&E joint top in the South West region for its score.


Em Wilkinson-Brice, Chief Nurse/Executive Director of Service Delivery said: “Patient feedback on their experience at the RD&E is absolutely vital to us both to ensure we are doing our very best for patients but also to make any improvements to our services.”


“We are very pleased to receive such a positive response from patients who responded to the Friends and Family Test. The experience of our patients and their families is very important to all staff at the RD&E and we have developed an extensive engagement and experience programme, of which the Friends and Family Test is only a very small part. As this new initiative rolls out, we intend to encourage as many patients who want to use this method of feedback, to complete their questionnaires.”


The Trust actively seeks feedback from patients and carers, not just from PALS and complaints but also as part of national surveys, patient feedback comment cards, Patient Opinion and an ongoing quality assessment process undertaken on each ward, called the Care Quality Assessment Tool (CQAT).  


We have more recently introduced real-time patient feedback within ward areas called ‘What went well, even better if’ which enables issues to be resolved promptly and staff can learn about what matters to our patients.   Feedback is shared with staff and patients and themes are identified for service improvement. 


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