Pilgrim Hospital extends friends and family test


Hospital bosses want to hear patients’ verdicts on Pilgrim Hospital as part of the ‘friends and family test’.

United Lincolnshire Hospitals Trust, which runs Boston’s hospital, is introducing the test to outpatient and day case units.

When patients leave hospital, or within 48 hours, they will be invited to give their feedback via text or voice calls, by answering one simple question - How likely are you to recommend our ward/department to friends and family if they needed similar care or treatment? – using an ‘extremely likely’ to ‘not at all likely’ scale.

Jennie Negus, deputy chief nurse, said: “We have a large number of patients using our services and being able to ask as many as possible to give us their very valuable feedback is a huge task.

“Gathering views in real time from people who use our services is really important to identify and tackle concerns at an early stage, improve the quality of care the trust provides and celebrate successes. The feedback is passed on to the staff on each ward and department to help them improve services by taking action.

“We know a number of our patients, especially younger people, prefer to contact us using mobile technology, therefore we are providing as many options as possible so all patients can give us their feedback about what is working well and what we could have done better in a way that suits them.”
The trust’s A&E and clinical departments already use the test.