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Patient satisfaction and feedback

Patient experience is a key indicator for many people when considering where to get their treatment. On its own, it provides an overall recommendation score for a service, rather than provide insight into specific areas of quality or success of the treatment.

The patient experience measures are separated into two tabs:

1. Patient satisfaction
The score is based on responses from previous patients to a single question – how likely would you be to recommend this hospital to your friends or family if they needed similar care or treatment? This is known as the ‘friends and family test’, and is also used across the NHS.

The recommendation score is the combination of patients who are either extremely likely, or likely to recommend a service. Typically most patients would recommend a service and scores tend to be high as a result, , typically 95% or higher. At first you may feel that this leaves little room for comparing one hospital with another. However, where a hospital has a recommendation score of 90% this indicates that around 1 in 10 patients would not recommend the hospital.

By clicking on the ‘Patient Satisfaction’ tab you can view a more breakdown of responses. Where the number of responses is below 20, the figure is not shown.

2. Patient Feedback
The Patient Feedback score provides a more detailed view of patients’ experience. The overall score is calculated by taking the average of scores for six questions asked when patients are discharged.

The six questions which make up the ‘Needs Met’ score are based on the NHS In-Patient Survey, and cover topics from how involved a patient felt in the treatment decisions, to whether they were treated with respect and dignity.