"satisfaction survey"

About: Good Hope Hospital

(as the patient),

I received an automated telephone call regarding how likely I am to recommend good hope outpatients, as a disabled person I don't need to get up needlessly to answer stupid calls, if you must conduct these surveys do it in person and give the person you are calling the option to remove their number from your database.

Why not conduct these surveys as people leave the department utilising one of the myriad of volunteers at the entrance way.

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Response from Head of Patient Engagement, Heart Of England NHS Foundation Trust

Dear Steve,

Thank you for taking the time and trouble to post about the call you received recently.

I am so sorry for the inconvenience caused to you. By way of explanation, we routinely ask for feedback about patients’ experiences in many ways, largely via paper and pen at the point of discharge for inpatients. The automated voice call you received is one of the ways in which we ask patients about the care and treatment they receive with us through our outpatient services.

We feel it important to ask as many patients as we can about their experiences of our care and treatment. The data collected helps us to drive improvements in standards in our hospitals, however we do accept that you did not appreciate being contacted in this way.

Your suggestion of asking our wonderful volunteers to help us with this is entirely valid and we have used the volunteer team previously with this. Some of our other methods, such as the telephone system, help us collect quite large numbers of responses as do many other Trusts across the country.

We clearly need to do more though in terms of advising patients, carers and relatives of the possibility of this contact and particularly their options in opting out from being contacted and we will display more information about this, I am so sorry you were not advised.

If you would like to contact me privately (0121 424 1115 or Jamie.emery@heartofengland.nhs.uk) I will ensure that your details are removed and you will not be contacted in this way again.

Once again, my apologies for any disterss or upset caused. Thank you for highlighting the issue to us.