Patient experience
Patients and their families or carers often feel at their most vulnerable and emotive when in hospital. We try our very best to help you feel informed, assured and confident that you or your family or friends receive the best possible care and experience.
The Patient Experience programme was first introduced in 2003 by the Department of Health who spoke with patients, the public and NHS staff about their emotional experience of the NHS. They identified that the majority of people were keen to see improvements in:
- Communication
- Information-giving
- Individualised care
- Improving the NHS staff experience to ensure a better patient experience
We continuously aim to improve the overall patient experience. To improve the patient experience we must first understand how patients, their families or carers currently feel about their care, and then look at ways to make improvements.
The Friends and Family Test enables all adult inpatients and A&E patients to give their views on their care when they are discharged from the hospital—by completing a postcard asking them if they would recommend Chelsea and Westminster to their friends and family. We can then act on these findings and address areas of concern. Results are published on a monthly basis so you can see how we are doing.
Annual national patient surveys also help us to understand how patients and their families feel about their care at Chelsea and Westminster Hospital and to address concerns they raise—the results are published on this website, please see the links below for the latest results:
