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West Middlesex and Chelsea and Westminster Hospitals shortlisted for NHS Friends and Family Test Awards

17 March 2016

West Middlesex University Hospital and Chelsea and Westminster Hospital are celebrating this week after being recognised at the Friends and Family Test (FFT) Awards 2016, held earlier today (17 March) at the national FFT and Insight Conference in Leeds.

West Middlesex University Hospital and Chelsea and Westminster Hospital are celebrating this week after being recognised at the Friends and Family Test (FFT) Awards 2016, held earlier today (17 March) at the national FFT and Insight Conference in Leeds.

The FFT Awards celebrate the positive changes in healthcare that have been brought about by patient feedback and recognise the services and people in the NHS who are making a real difference. Both hospitals were shortlisted in the category of ‘Best FFT initiative in any other NHS-funded service’.

West Middlesex University Hospital were shortlisted for their initiative to improve mealtime services on surgical wards. Throughout 2015, a regular theme was emerging in feedback from both patients and visitors around incorrect meal orders and the quality and quantity of food served.

To help rectify these issues, Healthcare Assistants on the wards provide additional support to the hostesses to ensure patients receive the correct order and a sufficient amount of food to meet their individual needs. In addition to this, patient menus were changed in August 2015 to help improve the quality of food and options available to patients. As a result, the surgical wards at West Middlesex have seen improved feedback from patients about ward food. 

Chelsea and Westminster Hospital were shortlisted for their sexual health clinics that are specifically aimed at ‘hard to reach’ patient groups. Feedback had been received regarding waiting times, both within the clinical setting and when booking appointments, so action was taken to improve this, such as: increasing the amount of appointments available at peak times; evaluating booking slots to ensure there is adequate time for and between appointments; retraining staff to ensure patients are fully informed of waiting times at the point of check-in and throughout their visit. 

Specific changes have also been made to the way patients can book their appointment with a new online booking platform. Since these changes have been implemented, there has been a marked improvement in patient satisfaction around bookings, a good uptake of the online booking platform and a reduction in feedback saying waiting times and booking appointments are an issue.

Dr Barry Quinn, Assistant Director of Nursing said: “Being shortlisted for these national awards is a fantastic achievement and both hospitals are incredibly proud to be recognised in this way. Patient feedback from the Friends and Family Test is invaluable to us and crucial in helping us drive forward change and improvements to ensure we provide the best possible care to our patients and communities.