New patient feedback results

Encouraging results from Friends and Family Test

A new way of collecting feedback from patients is showing the majority of patients would recommend the services of North East Ambulance Service to their friends and family.

The Friends and Family Test (FFT) was first introduced in 2013 and was expanded to include ambulance services and patient transport services from April 1, 2015.

In preparation for this, NEAS started asking the question last year.

The question is asked of all Patient Transport Service (PTS) patients and all Emergency Care patients who we attend to but do not convey to hospital, which is known as See and Treat.

Results from the first survey in January found that 91.3% of our Emergency Care Service patients and 91.9% of PTS patients would be ‘extremely likely or likely’ to recommend the services.

In February, 82.8% of PTS patients said they would be ‘extremely likely or likely’ to recommend the service, while the figure increased to 95% for Emergency Care Service patients.

Although not required to do so, the trust will also now report 111 service satisfaction results on a monthly basis in line with other FFT information.

January’s results showed 85.4% of patients would be ‘extremely likely or likely’ to recommend the NHS 111 service. This increased to 88.9% in February.

Patient comments included “Outstanding service” and “absolutely brilliant”. They also made reference to staff being “reassuring and professional”, “friendly” and “very helpful”.

Some PTS patients made negative comments about the new eligibility criteria process, while an Emergency Care patient said he thought staff had too much paperwork and 111 patients referred to the quality of staff and co-ordination of care.

Mark Johns, NEAS Engagement Manager, said: “We’ve been able to capture some really rich data from this process, the free text comments in particular have proved to be a great insight into how patients view our services.

“Sample sizes have been low in the first two months but we are working to improve awareness of this process with patients and staff and are confident this will improve as it becomes embedded.

“We will use this information to identify how we can learn from the experiences of patients and make improvements to services.”

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