NWAS and Tameside Hospital Lead the way in Patient Care
14 April 2014

Karen James with Bob Williams use the new survey station

The North West Ambulance Service NHS Trust (NWAS) and Tameside Hospital have become the first in the country to collaborate on a new scheme which allows patients to rate their treatment and care to help improve services.

As part of a new scheme designed to encourage patients to give feedback on the service they receive, patients who are admitted to the hospital’s accident and emergency department via ambulance, will now be asked if they would recommend the service they receive from the paramedics and ambulance service to a friend or a member of their family.

The Friends and Family test, was first introduced in 2013 and allows patients give their personal comments and feedback on the service they receive and say how likely they are to recommend the services to friends and family. Patients can use the NHS Choices website to see how others have rated the hospital and find out whether it comes highly recommended by others who have used it.

With this new addition to the patient feedback system, patients in Tameside can now rate and recommend paramedic and ambulance services they receive on their journey to the hospital.

Tameside Hospital’s Interim Chief Executive Karen James said: “We are extremely pleased to be the first hospital in the country to be working with patients and North West Ambulance services to initiate patient feedback. At Tameside Hospital we are dedicated to improving the patient care we provide and listening and acting on the feedback we receive.

“It is important to us to find out about our patient’s experiences and this new feedback system will allow patients to say exactly how they feel about using the ambulance services as well as the hospital services.”

On arrival to Tameside Hospital’s accident and Emergency department, patients will be guided to towards the Survey Station located in the main reception area, where they will be asked to comment on their experience and say how likely they are to recommend it.

NWAS Chief Executive, Bob Williams said: We’re delighted to be working in partnership with Tameside Hospital. It is important to develop shared approaches such as this, not only to maximise use of resources and shared technologies, but importantly to minimise the number of feedback requests made to our patients. Through this innovative approach, we are both able to gather and instantly analyse what our patients think of our respective services.