Provide feedback via text message at Trust Emergency Departments

Patient Experience Poster.jpg

North West Anglia NHS Foundation Trust’s Patient Experience Team have launched an alternative option for patients to provide feedback. From January 2021 patients accessing either Peterborough City Hospital or Hinchinghbrooke Hospital Emergency Departments, will be able to leave their feedback via text message. 

The SMS Text Message option is an alternative to the current postcard method, which asks patients to leave feedback about their experience of care at the Trust. This project has been devised over a long period of time as part of co-production with the Trust’s IT, Information Services, Information Governance and Patient Experience Teams, supported by the Friends and Family Test provider, Healthcare Communications. 

This new feedback option for patients to provide real-time feedback will assist the Trust in harnessing valuable patient feedback which is up to date and current, it will consequently help to identify areas for improvement and also to celebrate success.   

Patients will automatically receive a text message after visiting the Emergency Department asking for a rating of 1 to 6 (good to poor); feedback is anonymous, replies to the SMS text message are free and there is an option for patients to text STOP if they do not wish to receive further texts. 

If proven to be successful it is hoped that this option can be rolled out to other service areas in the future.