Text message service introduced for patient feedback

Tuesday, 10 May 2016

Changes are being made to the way patients can give their feedback following appointments at North Bristol NHS Trust to make it easier for them to have their say.

Gathering information about the experience of patients and carers helps the Trust make improvements to the service.

One of the ways North Bristol NHS Trust receives feedback is through the Friends and Family Test, which asks patients how likely they are to recommend the organisation to friends and family should they ever need to use such a service.

To make it easier for people to share their thoughts through the Friends and Family Test the Trust has launched a new service that will enable patients to provide their feedback via text message or automated voice message.

Patients will be contacted within 48 hours of leaving the hospital department and will have the opportunity to respond directly by text message or choose to provide their feedback online. Patients can still fill in feedback cards within the hospital if they prefer.

As well as being easier for patients to access, the new service will enable wards and departments to see the feedback that has been given at a glance so that they can take any necessary actions.



Head of Patient Experience, Gill Brook, said: “We value patient feedback at North Bristol NHS Trust as it helps us understand what we are doing well and what we could do better.

“We hope that using this new service for the Friends and Family Test will make it easier for people to tell us what they think after they have used our services.

“The feedback patients have already given us has enabled staff to focus on the importance of welcoming patients and to go the extra mile in helping them access services. It has helped to reinforce what is important to our patients, for example the need for televisions in our single patient rooms to help people feel less isolated during longer stays.”

The text message service will initially be used for patients who attend Outpatient appointments, the Emergency Department and Maternity, while Inpatients will continue to use postcards for the Friends and Family Test.

For more information visit the Friends and Family section of our website.