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After treatment survey requests.

Posted By novembernk97

"After treatment survey requests."

About: Lincoln County Hospital

(as the patient),

First of all, the treatments and services I received were always good to excellent with one exception some years ago. 

However, what I am asked to comment on is this survey request sent to one after almost every hospital appointment: "Hello. The staff at United Lincs Hospital who looked after you recently would benefit from your feedback. How likely are you to recommend our Outpatient Department to friends and family if they needed similar care or treatment? Reply with 1 Extremely likely, 2 Likely, 3 Neither likely nor unlikely, 4 Unlikely, 5 Extremely unlikely or 6 Don't know. Your feedback is anonymous and important to us. All replies are free. Reply STOP to opt out. Thank you."

Previously I was answering with 1. This time I decided to go for 5. After all, I don't recommend hospitals. 

Now, they came back to me asking: "We're sorry the service wasn't up to standard. What were the worst aspects of the service?"

I can't see where I said anything about bad service received. I only said I will not recommend this for anyone. 


What is the point of a survey when the answers are interpreted absolutely wrong? A total waste of time and money!

How about not to underestimate the intelligence level of participants and do a two or three question questionnaire with the same 1 best - 5 worst, 6 no answer values.

A: Service Quality

B: waiting time to get the appointment

C: waiting time in the hospital

My response for the last visit: 142

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Responses

Response from Sharon Kidd, Patient Experience Manager, Patient Experience, United Lincolnshire Hospitals NHS Trust 5 years ago
Sharon Kidd
Patient Experience Manager, Patient Experience,
United Lincolnshire Hospitals NHS Trust

Submitted on 02/07/2018 at 14:45
Published on Care Opinion at 17:56

picture of Sharon Kidd

Hi

For the last few years, the entire NHS now have to ask patients the Friends and Family (FFT) test question about would they recommend the care they received on their recent visit.

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. I fully appreciate that this may seem like an odd question when someone is receiving treatment but the reasoning behind this from the Department of Health is focused on whether this would be the case if someone needed similar care or treatment and that generally people will say to friends and family whether their experience was good or otherwise; the research behind this is that an ultimate indicator of a good service wherever in our lives will be whether we would recommend it.

Our Trust use this data as real-time feedback, alongside other information, to identify and tackle concerns at an early stage, improve the quality of care they provide, and ensure recognition of the very best care so that best practice can be spread across the Trust.

So when you answered the question with a '5', this would be recognised as marking it as an 'extremely unlikely' and then asked you the question of what was not good.

I'm sorry for any inconvenience caused and if you would like us to opt you out of future surveys then please email patient.experience@ulh.nhs.uk with your details.

Regards

Sharon

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