WIREDGOV

A new Welsh Government-backed pilot to collect valuable feedback about patients' experiences at the Princess of Wales Hospital, in Bridgend began yesterday.

Abertawe Bro Morgannwg University Health Board will work with iWantGreatCare to test a new and robust way of collecting feedback from patients who use the hospital's services.

iWantGreatCare is an independent company, which collects reviews and ratings from patients, carers and families about NHS hospitals, GP surgeries, doctors, dentists, physiotherapists and clinics.

During the pilot, when patients are discharged from certain services at the Princess of Wales Hospital, they will be asked to complete an online survey or paper-based feedback form to rate their experience. This feedback will be reported in real time so issues can be acted on immediately.

Medical and surgical wards, antenatal, labour and postnatal services will be taking part in iWantGreatCare.

The iWantGreatCare methodology makes it easy for NHS organisations to act on the feedback they receive from patients and their families to improve care and services. Wards will receive a weekly report so that good care can be congratulated and areas of improvement can be identified and acted upon.

Health and Social Services Minister Mark Drakeford said:

“This pilot is a unique way of collecting information about what patients really think about the treatment and care they are receiving at the Princess of Wales Hospital. It gives staff the opportunity to listen to what patients are telling them and see how they can continue to improve.

“I want to thank the health board for the approach they are taking to ensure the patient’s voice is central to the way they deliver health services.”

Andrew Davies, chair of Abertawe Bro Morgannwg University Health Board, said:

“We recognise the importance of patient and carer feedback. That’s why we are using this feedback in designing and delivering our services. For example, our own Friends and Family feedback pilot scheme, set up at the Princess of Wales Hospital in the summer of 2013, has proved very successful and beneficial.

“It has help alert us quickly to any issues or concerns and allows us to act on them immediately. It has also informed us that overall 95% of people would recommend our wards to others.

“We are very happy to be taking part in iWantGreatCare along with colleagues in North Wales.”