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Patients’ feedback, compliments and complaints

Patients’ feedback, compliments and complaints

Please give us your feedback so we can keep improving our services. There are a number of ways you can do so which are all listed on this page. You can also read about how we have use your feedback. Thanks in advance!  

Surveys

Use the buttons below to give us feedback on our accident an emergency (A&E), outpatient, inpatient and maternity services. All the surveys include the Friends and Family test as the first question. You can also answer more questions about our services if you would like to.  

                                              



Compliments, suggestions and complaints
We welcome compliments, thankyous, suggestions and complaints, as they help us to improve our service. In the first instance, please speak to the ward manager or service manager concerned. You may also speak to our patient advice and liaison service (PALS) team. More details and information on how to make a complaint are on the comments, suggestions and complaints page. 

Other ways we collect feedback
We collect feedback on wards and in other departments using handheld and kiosk style patient experience trackers.  A&E also send SMS text messages to patients' mobile phones with a link to the online feedback page.    

NHS Choices
You can also let us have your feedback through NHS Choices - a national service that provides information for patients and user feedback about all NHS services. More details on the NHS Choices page on this website. We really appreciate getting thanks and it's good for staff morale - so please say if you've had a great service as well as if you haven't.

How we use your feedback 
Improving the quality of patient care is our main priority. That means listening to and acting on concerns, such as how we talk to patients, how clean the hospital is, the quality of the food. Both positive and negative experiences help us to improve our services. We want to hear from patients, visitors, volunteers and our staff.   

We report the results of all the feedback on our trust intranet so all staff can read and discuss them and see what we need to improve.We also share the feedback and comments with our patients and the public on designated noticeboards across the hospital. 

Friends and Family test
The NHS Friends and Family test (FFT) is an important way for patients to comment on the care and treatment they receive at North Middlesex University Hospital and to help us improve our services. Since April 2014, our patients have been asked 'How likely are you to recommend our ward/A&E department to friends and family, if they needed similar care or treatment?' 

Patients can give one of six answers: 

  • Extremely likely
  • Likely
  • Neither likely nor unlikely
  • Unlikely
  • Extremely unlikely
  • Don't know

For maternity services, there are four survey points covering: antenatal care – at the 36 week antenatal appointment  labour ward experiences  postnatal ward experiences – at discharge from the ward or birth unit or following a home birth  postnatal community care – at discharge from the care of the community midwifery team to the care of the health visitor or GP, usually at 10 days after the birth.

A&E department FFT responses: 

Month

Total Responses

Would Recommend

Wouldn't Recommend

Eligible Respondents

Response Rate

Apr-16

2812

49%

31%

10,251

27%

May-16

3501

46%

34%

11,114

32%

Jun-16

1953

43%

38%

10,061

19%

Jul-16

2420

45%

33%

9,708

25%


 

 

 

 

 

 

Inpatient FFT responses

Month

Total Responses

Would Recommend

Wouldn't Recommend

Eligible Respondents

Response Rate

Apr-16

422

91%

3%

2,337

18%

May-16

463

94%

2%

2,390

24%

Jun-16

467

94%

2%

2,238

21%

Jul-16

339

94%

3%

2,395

14%


Maternity FFT responses

Month

Total Responses

Would Recommend

Wouldn't Recommend

Eligible Respondents

Response Rate

Apr-16

164

91%

5%

435

38%

May-16

188

87%

9%

407

46%

Jun-16

221

94%

3%

465

48%

Jul-16

84

82%

8%

468

18%


Outpatients FFT responses

Month

Total Responses

Would Recommend

Wouldn't Recommend

Apr-16

1378

79%

11%

May-16

454

72%

16%

Jun-16

1476

82%

9%

Jul-16

2483

79%

11%

 

Examples of feedback April – July 2016

A&E - waiting was long and there appeared to be a lack of order and efficiency.

Inpatient – nurses and care are really good, but waiting times for a bed took hours.

Maternity – not enough midwives. Examinations were late and pain killers were not provided until emergency buzzer was pulled.

Outpatients - waiting times, once had to wait eight hours unattended for an operation. PIBs are not kept up to date with patient waiting time information

We use all the feedback to improve our services. Thank you. 

Page last updated: September 2016