"Aftercare responce"

About: Lincoln County Hospital

My wife Marjorie was treated by your A and E by a service that could not have been bettered. Excellent.

However yesterday Thursday she received a telephone survey.

I have to tell you now that she has been diagnosed with Alzheimer's for the past 6 years

And does not know a light switch in her own home.

To ask her to press various buttons on her own phone was frankly ridiculous.

Do not the staff who operate this telephone survey take a look at patient records before contacting them

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Response from Sharon Kidd, Patient Experience and Engagement Manager, Patient Experience, United Lincolnshire Hospitals NHS Trust

picture of Sharon Kidd

Dear Jonos 3

I am sorry that you had had cause to complain about your wife receiving a communication from our Trust regarding the Friends and Family Test survey and I would like to thank you for raising this with us and also apologise for any distress that this caused.

The NHS Friends and Family Test (FFT) is now in use throughout all areas of the NHS. Along with all other general hospitals across the country, United Lincolnshire Hospitals NHS Trust is mandated to ask inpatients, emergency patients and women who use maternity services, outpatients and day case patients how likely they are to recommend the ward, Accident and Emergency Department, outpatient clinic or department to their friends and family based on their experience in the hospital - this question has a range of possible answers from 'Extremely likely' to 'Extremely unlikely'. Patients also have an opportunity to give their main reasons for their answer.

We ask the FFT question to all of our patients within 48 hours of using one of our services and as you can imagine this is a huge task with us seeing so many people which is why we had to move to an electronic automated system to collect this data and therefore we are unable to check individual patient's medical records. Our patients do have the choice to opt out by texting ‘stop’ once a text message is received, by pressing # when they receive an automated telephone call or by emailing dpo@ulh.nhs.uk. If someone does opt out it means they will received no further FFT surveys from us unless they change a mobile or home telephone number.

I would be grateful if you could email me directly Sharon.kidd@ulh.nhs.uk with details of your landline and any mobile numbers for both yourself and your wife and I will immediately opt you both out of the system so you will not receive any survey calls from us in the future.

Again my apologies to you both but also my thanks for contacting us.


Sharon Kidd, Patient Experience & Engagement Manager

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