Patient Feedback Survey 2012

This report presents the findings from the online Patient Feedback Survey conducted by Ipsos for the NHS Institute for Innovation and Improvement. This invited all Trusts in England to take part in an online survey and looked at current practices among Trusts collecting patient experience data. It also asked them to self-assess their performance on ten Patient Experience domains. A total of 245 email invitations were sent out to NHS Trusts and a total of 123 Trust responses were received back, giving an overall response rate of 50%.

The aim of this research was to:

• Help Trusts understand their current strengths and make improvements (via benchmarking reports) in their work around patient experience.
• Support Trusts and their SHAs to consider and prepare for the implementation of the Friends and Family Test which asks whether patients would recommend a service to a friend or relative.
• Help SHAs identify and share potential best practice to feed into the NHS Institute's Patient Feedback Challenge.
• Help service-line Patient Experience research and development (already being undertaken by Picker/Oxford University) by identifying potentially useful evaluation models.