Making it easier for patients to give feedback

By Barrie Hudson - 14 January 2021


Great Western Hospital has launched a text version of its Friends and Family Test feedback service.

  • The trust uses feedback to help it improve services

    The trust uses feedback to help it improve services

The move is part of the Great Western Hospitals NHS Foundation Trust's commitment to make sure all patients receive the best possible care and treatment.

It says the Friends and Family Test is one of the measures which helps it to do that, as the feedback is used to make real change to services.

A spokesperson said: "All patients are asked to complete a Friends and Family Test after their stay or appointment in hospital.

"The survey is short and anonymous, but provides details of first-hand experience which we use to make improvements to the services we provide.

"In the past, this test has always been completed on paper, but our Emergency Department has been piloting a new Friends and Family text message service for the last 12 months.

"The patient receives a text message of the test to reply to after they have been discharged."

The spokesperson said the new service had been a success so far, and was now being rolled out to inpatients and day surgery, with plans to extend the rollout to more services in the coming months.

The text message service is described as a much more direct and efficient way to collect feedback, and also a great tool to support the improvement of growing and evolving services.

The spokesperson said; "Not only does the direct feedback we get from these tests help identify opportunities to shape the organisation for a better patient experience, it also provides valuable information for departments to celebrate positive feedback and to let staff know that their efforts have been appreciated."

Paper versions will continue to be available for completion, and online feedback can also be sent via

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