10 April 2015. Patients have rated all of CSH Surrey’s services with a Friends and Family test score of 99% this month. 107 patients chose to respond to the Friends and Family Test during March, mostly through CSH Surrey’s ‘Tell your Story’ leaflets. 54 responded to calls after being discharged from hospital, and four filled in the survey online.
March’s FFT scores for CSH Surrey’s services are as follows:
- Inpatient services FFT score 100 (% of patients/clients who would recommend the service to friends and family)
- Community Nursing FFT score 100 (% of patients/clients who would recommend the service to friends and family)
- Rehabilitation and Therapy FFT score 97.4 (% of patients/clients who would recommend the service to friends and family)
- Specialist services (no score received as fewer than 5 responses in March)
- Other Community services FFT score 100 (% of patients/clients who would recommend the service to friends and family)
- Children and families services FFT score 100 (% of patients/clients who would recommend the service to friends and family)
Some of the patient comments included:
"Very friendly and very helpful. Food excellent. Within three weeks the staff helped me to walk, I could not even stand when I arrived" (Inpatient)
"I have received excellent help and support. Casey has been friendly and helpful. Everything in the home has been safe and convenient for my use." (IRS)
"Have been to visit Deirdre Adams several times. She is very helpful encouraging and reassuring. She gives me time and listens to me" (Parkinson's Specialist Nurse)
The NHS Friends and Family test is a national satisfaction measure that became available to all community services in January 2015. The question: How likely are you to recommend our service/ward/department to your family or friends if they were to need similar care or treatment? Can be answered with: extremely likely, likely, neither likely nor unlikely, unlikely, extremely unlikely, or don't know. The FFT score the percentage of respondents who answered likely or extremely likely.
Patients can use the NHS FFT to tell CSH Surrey about their experience of it's services; by completing a Tell Your Story leaflet or using the online surveys on each service page, just click on the purple 'rate this service' tab under every patient comment.