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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.

Compliments, suggestions and complaints
We welcome compliments, thankyous, comments, 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

 

Surveys

Click on 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.  


                

  


 

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 responses

Month Total Responses Would Recommend Wouldn't Recommend Eligible Respondents Response Rate
Apr-19 900 63% 27% 11421 8%
May-19 899 66% 24% 11345 8%
Jun-19 1096 66% 25% 11438 10%
Jul-19 969 69% 23% 11471 8%
Aug-19 1034 71% 21% 9862 10%
Sep-19 1078 68% 20% 8532 13%
Oct-19 1106 66% 23% 11741 10%
Nov-19 1102 67% 23% 12103 9%
Dec-19 1128 63% 27% 13673 8%

 

Inpatient responses

Month Total Responses Would Recommend Wouldn't Recommend Eligible Respondents Response Rate
Apr-19 598 90% 4% 3552 17%
May-19 684 84% 9% 3777 18%
Jun-19 477 88% 7% 1018 47%
Jul-19 1150 91% 4% 3716 31%
Aug-19 778 90% 5% 3135 25%
Sep-19 825 91% 4% 3417 24%
Oct-19 874 91% 4% 3662 24%
Nov-19 1029 94% 2% 3730 28%
Dec-19 729 95% 2% 3716 20%

 

 

Maternity responses

Month Total Responses* Would Recommend Wouldn't Recommend Eligible Respondents* Response Rate*
Apr-19 476 78% 11% 332 14%
May-19 429 79% 13% 410 16%
Jun-19 483 87% 7% 365 12%
Jul-19 855 84% 8% 417 12%
Aug-19 791 81% 10% 384 42%
Sep-19 558 83% 8% 379 26%
Oct-19 545 86% 9% 390 33%
Nov-19 413 86% 9% 353 38%
Dec-19 542 88% 7% 419 19%

 

 

 

Outpatients FFT responses

 

 

 

 

Month

Total Responses

Would Recommend

Wouldn't Recommend

Eligible Respondents

Jan-19

1897

76%

14%

n/a

Feb-19

1804

75%

16%

n/a

Mar-19

1834

77%

13%

n/a

Apr-19

1689

74%

14%

n/a

May-19

2121

80%

11%

n/a

Jun-19

1902

79%

13%

n/a

Jul-19

2660

85%

9%

n/a

Aug-19

1870

79%

12%

n/a

 

Page last updated: January 2020