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Your experience as a patient is ultimately the measure of how well we are doing.These pages describe how the NHS is driving improved patient experience by measuring service providers against specific performance criteria. One of these criteria is patient satisfaction with the services and care provided.

It works a little like this:

NHS England oversees the budget, planning, delivery and day-to-day operation of the commissioning side of the NHS in England as set out in the Health and Social Care Act 2012. They are ultimately responsible for decisions about which organisations provide what services, where and for how much but the process is handled by local clinical commissioning groups. Phrases such as 'Patient Involvement' and 'Putting Patients first' and 'The NHS belongs to the people' characterise much of what the NHS is about.

For this to mean anything there have to be inspections and measures.

Pages From Putting Patients First Easy Read Putting patients first: Easy-read

The Care Quality Commission (CQC)  ensure by regular inspection that the organisations providing NHS services are doing so to the standards set . They last conducted a full inspection at Homerton in February 2016; you can access their report here.

The CCQ inspected Mary Seacole Nursing Home in June 2017; you can access their report here.

The CQC talk to staff and patients to find out amongst other things more about waiting times in A&E, surgery, nurse staffing levels and hospital based infections. High priority is given to patient feedback.

Feedback is gathered in a number of ways including the NHS National Patient Survey Programme. The CQC carries out a number of national surveys: Adult Inpatients, Maternity, A&E and the Children and  Young People’s Inpatient and Day Case Survey.

So that you can have the opportunity to give your feedback through the  NHS  National Patient Survey Programme your contact information may be used to send you the questionnaire. The Trust  complies  with the General Data Protection Regulation (GDPR) which sets out principles which we must adhere to when using you data.  We may pass on your data to an approved contractor for the NHS  National Patient Survey Programme. If you do not want your data  to be used in this way, or do not want to receive  a patient survey,  please let us know. You can do this by contacting our Patient Advice & Liaison Service (PALS).   

When you use our services you will have the opportunity to answer the Friends and Family Test (FFT). The FFT measures whether you would recommend Homerton to a friend or family member who needed similar treatment. Hospitals are all expected to achieve high ratings for this and their results are published on the NHS Choices website.

One of the functions of the NHS Choices site is to help you make informed decisions about who you choose to provide your care. If you are considering Homerton's Maternity services for instance, you can find feedback from our service users and compare it with feedback about other providers in the area.

And so the NHS England requisite for 'patient involvement' becomes achievable; one patient makes a choice informed by the published experience of others.

This is the virtuous circle designed to deliver improved patient experience.

In addition hospitals have their own internal committees comprised variously of staff, directors, members, patients and local residents. You can read more about our Patient Experience and Engagement Forum (PEEF) and the User Engagement Committee