Leaving your feedback
Your feedback is really important to us.
Whether it is a thank you to a ward or department or an issue that you want to raise with us, there are several ways that you can leave us feedback on your experience at our hospitals. Feedback allows us to make improvements and share best practice.
Ways that you can leave feedback include the Friends and Family Test, the NHS Choices website and by emailing us directly. We'll tell you a bit about each service in this section.
The NHS friends and family test
If you've been a patient, would you recommend our hospital service to your friends and family? We want you to tell us the answer to this simple but vital question. The NHS friends and family test is an opportunity for you to provide feedback on the care and treatment you receive and for us to improve services.
It was introduced in 2013 and asks patients whether they would recommend hospital wards, A&E departments and maternity services to their friends and family if they needed similar care or treatment. This means every patient in these wards and departments is able to give feedback on the quality of the care they receive, giving us a better understanding of the needs of our patients and enabling improvements. All of the feedback is collected independently and reports are produced for each ward as well as the trust.
Taking part in the friends and family test
We value your feedback and want to offer care that provides a positive experience for patients and their families and our focus is improving the delivery of patient and family centred care. We will contact you and ask the simple question:
“How likely are you to recommend our ward or services to friends and family if they needed similar care or treatment?”
When you are discharged from hospital, you will be asked to answer the Friends and Family Test question via a text message, automated voice call or a feedback card which will be provided by staff. Responses are free and anonymous.
You will be invited to respond to the question by choosing one of six options, ranging from 'extremely likely' to 'extremely unlikely'.
It is important that you are given the opportunity to explain why you have given your answer, so please answer any follow-up questions.
Your answer is voluntary and completely anonymous. We are extremely grateful for your feedback as it provides valuable information to help ensure our patients have the best possible experience of care. Your answer will not be traced back to you and your details will not be passed on to anyone.
Text messages and voice calls are free. If you receive the survey and you do not wish to take part, you can simply reply ‘STOP’ when you receive the text message or hang up when you receive the call.
If you do not want to be contacted for the Friends and Family Test then please inform a member of staff and we will ensure you are not contacted.
If you feel that you should have been given the opportunity to respond but did not receive the questionnaire, please contact the patient experience team – WHH.email@example.com
We will gather the results and analyse them to see where we can make improvements or explore your suggestions further. If your comments are complimentary we will of course pass on your praise to the staff that cared for you. Our Matrons and Ward Managers will also receive a full copy of the feedback for their specific ward, service or department to enable them to discuss and share with the rest of the team and take the appropriate action if required.
Your feedback will be combined with that of other patients to create an overall score for the particular ward, service area or department. This is the score which is published on the NHS England website every month.
Results are published nationally each month and you can view them in our transparency section of the website here.
You can also leave feedback on the NHS Choices website. NHS Choices is a national website for the NHS that complements hospital websites like ours. It provides services profiles and also allows you to leave comments and a star rating on your experience in hospital.
You can view our pages and access the feedback service on NHS Choices here for:
NHS Choices also features a range of health news, advice on conditions and other useful information about your health and the NHS.
CQC share your experience form
You can also send feedback to the healthcare regulator the Care Quality Commission. The CQC also use feedback from NHS Choices, Patient Opinion and other sources.
General feedback you want us to pass on
General comments, thank yous and questions can be emailed to us at WHH.firstname.lastname@example.org They can also be passed on to any member of staff or addressed to the chief executive to the trust.
We would like to know what was good about your hospital stay as well as what could be improved and will pass on all feedback to the relevant ward or department. This helps us to improve the services that we provide.