16th April 2014 – Take Airedale’s Friends and Family Test in five languages
A key question has been produced in five different languages and Easy Read to help patients say what they think of care at Airedale Hospital.
The new postcards have been produced in Polish, Slovakian, Urdu, Bengali and Mandarin and Easy Read for patients with mental capacity issues to help patients complete the Friends and Family Test (FFT) which has been running at Airedale Hospital for just over a year now.
In acute hospitals throughout the country patients are asked for their response to one simple question: ‘How likely are you to recommend our ward/A&E department / maternity department to friends and family if they needed similar care or treatment?’ as they are discharged.
Each ward is given is given a monthly score based on the satisfaction levels of patients surveyed and these are published on the NHS Choices website www.nhs.uk
The aim of the FFT is to provide new and unique insights into the experiences of patients and how they view their local hospital services.
Rob Dearden, director of nursing for Airedale NHS Foundation Trust, said: “We hope that by having these leaflets available in different formats it will encourage more people to let us know what they think of our services so that we can shape them to meet their needs. We can also provide help if a patient speaks a language that isn’t catered for, they should let our nursing staff know.
“We have started to offer the new postcards after switching to a new contractor Direct Data Analysis who help us to implement the FFT.
“The comments and scores from FFT are rapidly available to front line staff, so that we can take practical steps to address any problems that concern patients. Positive comments have proved helpful in maintaining the morale of our hard working staff.”
The FFT is just one of the tools the Trust has to improve patient experience and performance. Staff also carry out their own ‘real time survey’, respond to comments made on NHS Choices and results of the national inpatient survey.
If you have any questions about the ‘Friends and Family Test’ at Airedale NHS Foundation Trust, please contact Karen Dunwoodie, patient experience lead at firstname.lastname@example.org or for general information, visit www.nhs.uk/friendsandfamily
Note for editors
- The scores are calculated in the same way by every hospital using a ‘proportion of patients who would strongly recommend minus those who would not recommend, or who are indifferent’. The range of scores that are possible using this method are -100 to +100. The score is not a percentage.
- Patients taking part in the survey are able to make comments in addition to the descriptive six-point response scale which determines the NHS trust score.
- The Friends and Family Test will be introduced in General Practice and community and mental health services by the end of December 2014 and to the rest of NHS funded services by the end of March 2015.