Disappointing feedback from the Healthcare Commission’s mental health patient survey got one trust thinking harder about patient experience. In a full page article in Mental Health Today, Martin Baggaley, medical director at South London and Maudsley Trust, explained just what his trust was doing to increase positive service user feedback and how Dr Foster
Along with a new feedback section on the website, a larger survey sample, and taking part in a pilot study by Monitor, the Trust invested in 50 Patient Experience Tracker (PET) units, supplied by Dr. Foster Intelligence. Each unit is a hand-held mobile electronic questionnaire device containing five questions about service user experience. Questions include, 'How safe do you feel in this environment?' and 'How approachable and friendly are the staff?'
PET allows for instant patient feedback and is very simple to use. The questions were developed by clinicians in the Trust with service user input.
The feedback the Trust has received has allowed them to embark on a targeted programme of producing not just more information for service users, but the right information. The Trust has been innovative and wide ranging in its approach to tackling the problem of poor service user feedback. The Trust hopes the feedback will encourage staff and enable the trust to focus on the right areas. They aim to improve service user experience to the highest possible standard while improving national survey results.
To find out further information about PET please contact Ashvika Kadirvelarasan on 020 7332 8854.
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