Patient experience feedback
Patient Experience Tracker (PET)
In 2009 the Department of Health issued guidelines to say that hospitals should have a system of rapid patient feedback. We thought the best method would be to use the ‘Patient Experience Tracker’. This is a hand held device that asks five important questions about your stay in hospital or visit to the outpatients department. We receive results weekly and ensure that any negative feedback is taken notice of and steps are made to improve on any issues raised.
PET helps us understand in more detail how patients feel about their experience. For example, we can see that some patients are dissatisfied with the waiting times in the outpatient departments. We can look at the results and see what time and day patients are most dissatisfied with clinic waiting times, and work with teams to understand why this is happening and how we can help improve this. It gives us an idea of whether you are happy with cleanliness, and if not, the ward areas can work more closely with the housekeeping team to raise the standards.
Please give us your feedback about your experience at Chelsea and Westminster Hospital. PETs are placed in wards and outpatient areas—please ask a member of staff.
Annual patient surveys
We have been part of the national patient survey programme since it began in 2002. Participation is required by the Department of Health. The survey aims to measure patient experience in hospitals throughout the UK.
Each year we conduct an inpatient survey—a questionnaire is sent to a random selection of previous inpatients and asks questions about their overall experience such as communication, cleanliness, quality of food and confidence in healthcare. In addition, other surveys are conducted from time to time, for example the 2010 maternity survey and 2009 outpatient survey.
These surveys help us to understand how you, the patient, feel about the overall care you have received. The results are taken very seriously and fed back to all departments. Where problems have been identified, department heads are responsible to make improvements with their teams which we monitor over time. We also share good feedback to our staff as examples of good practice.
If you receive a questionnaire, please fill it in—this will help us to improve your experience at Chelsea and Westminster Hospital.
Previous survey results
- Paediatric Inpatient Survey 2010 (PDF)
- Maternity Survey 2010 (PDF)
- Inpatient Survey 2010 (PDF)
You talk... Matrons listen
You talk... Matrons listen sessions give patients, their relatives, visitors or employees an opportunity to express their views or share their hospital experience. Concerns that you may have can be discussed with the Matron who will look into the situation and try to help you find a resolution to the issue.
This is a perfect opportunity for you to have direct contact with the Matrons who are a professional, friendly team. These informal sessions aim to re-assure and resolve any concerns and to hear about what the departments may be doing well.
Since its introduction in January 2011, the Matrons have engaged with many patients and have resolved a multitude of issues. For example, a relative was concerned about her mother’s discharge plan from hospital so the Matron immediately took steps to look into the concerns and assured the relative that safe plans were in place.
Users of this service are happy to meet a matron and it reassures them that Matrons are accessible and fully involved in patient care.
Thursdays, 3–4pm
Main Atrium next to the M-PALS office
Patient forums
Patients who have used our services have the opportunity to attend patient forums to give feedback about their hospital experience. If you have been a patient with us and there is a forum for the clinical area where you were treated, please join us!
Forums help patients share their experiences about medical treatments, care and services. Patients have the opportunity to share their general feedback, praise or concerns in an informal environment but still have the support of expert healthcare professionals.
These healthcare professionals will take on board what patients say and ensure that improvements are made as a result. For example, the Intensive Care Unit (ICU) has been told by patients that the ‘small things count’ and ICU staff now encourage pictures of relatives at the bedside to help patients feel more relaxed.
Forums sometimes have guest speakers to educate patients about their medical conditions and tips for healthy living in a friendly, relaxed and supportive environment.
Membership and Patient Advice & Liaison Service (M-PALS)
M-PALS aims to improve your experience at Chelsea and Westminster Hospital. A member of the M-PALS team will listen to your concerns and queries and help facilitate a quick, local resolution. Every patient concern is assessed individually and if the concern affects your personal care we may escalate it to the Complaints Office.
M-PALS is a confidential and impartial service—everyone has the right to be heard in a non-judgemental and supportive environment. The office is easily accessible on the Ground Floor near the escalators.
You can also email the office at m-pals@chelwest.nhs.uk, complete an online form or give us a call on 020 3315 6727.
