The Christie in Manchester has been selected as a finalist in a national awards scheme about the way patient and staff feedback is used to improve healthcare services.
The Friends and Family (FFT) Test is a way to find out from patients, quickly and anonymously, how they rate their latest experience of NHS care or treatment. They can provide comments to explain their score and this feedback helps services to focus on areas that need improvement.
Since the survey was launched in 2014, The Christie has received positive feedback from patients, consistently scoring above 95% for positive responseseach month. Last month, over 900 people provided feedback on the Trust's services, with 95.35% saying they would recommend The Christie to friends and family if they needed similar care or treatment
The FFT Awards 2016 were set up to recognise NHS providers who are going the extra mile in their work to listen to patients and staff. There are five categories and The Christie has made the shortlist for both ‘FFT Champions of the Year’ and ‘Best FFT initiative in any other NHS-funded service’.
The entry describes how The Christie demonstrates a continuous cycle of ‘we asked, you said…we did’, giving examples of how it responded to feedback from patients and used it to improve quality of care. These included the development of a patient self-medication initiative, adjustments made in toilets to make changing colostomy bags easier for patients and the installation of clothes hooks in the washrooms of a specific patient area.
Deputy director of nursing and quality at The Christie, Jane Sykes, who leads the Trust’s FFT team, said: “We’re thrilled that the work we have done as a direct result of feedback from our patients has been recognised in these awards. We have put a lot of work into implementing the FFT initiative at The Christie and we will continue to look at ways of increasing response rates across new areas.”
Almost 200 entries were received by NHS England. Anu Singh, Director of Patient & Public Voice and Insight at NHS England, said: “We have rolled out the FFT across most NHS services and we wanted to take stock of how it’s working and what benefits it is actually bringing for patients.
“Through entries to the awards, we have found a rich seam of information about a whole range of improvements, great and small, that make a real difference to how patients feel about their contact with the NHS. It is really rewarding to see the high level of appreciation that patients show for staff and to see how well many healthcare providers are listening to their patients and trying to continuously improve services. NHS trusts also conduct a similar feedback scheme for their staff and that too is making a real difference.”
The winners will be announced at a national feedback and insight conference organised by NHS England on 17 March, and will be simultaneously announced on the news section of the NHS England website.
To read some of the feedback from patients at The Christie, please visit http://www.christie.nhs.uk/about-us/our-standards/patient-surveys/
The Christie has the highest level of staff satisfaction in the North of England according to the results of the 2015 NHS Staff Survey, topping the league table in first position.