Hospital feedback devices a hit

Feedback: Staff and a patient at Royal Preston Hospital with one of the devices
Feedback: Staff and a patient at Royal Preston Hospital with one of the devices
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New devices introduced by a Lancashire hospital trust to gather feedback from patients have recorded more than 10,000 responses.

The feedback devices were introduced at the Royal Preston and Chorley and South Ribble hospitals in September 2011.

Patients are asked a series of questions about the quality of care and service delivery they have experienced while in hospital.

They can submit their responses either at a kiosk or by using a handheld “Toughbook” similar to a tablet computer.

There are 28 Toughbooks and six kiosks across both Royal Preston and Chorley and South Ribble hospitals.

Patients’ responses are available straight away to staff on the wards giving them real-time patient feedback which they can immediately respond to and all responses are collated and reviewed on a monthly basis as part of the trust’s ongoing monitoring of patient experience.

Steve O’Brien, associate director of quality at Lancashire Teaching Hospitals, said: “The feedback we get from patients helps us to measure how well we are meeting patients’ needs and provides assurances that we are delivering high quality care.

“The examples of good practice that patients provide are shared across the organisation and help us to develop service improvement plans.”

A recent example of how patient feedback has been responded to was with the introduction of new child-friendly lunch boxes on the children’s ward at Royal Preston Hospital.

Karen Partington, chief executive of Lancashire Teaching Hospitals NHS Foundation Trust, said: ”I am delighted that these new devices have been so successful and that they are enabling so many patients to provide us with their feedback.

“To help us provide excellent care with compassion, we are continuously listening to feedback to help us understand and meet patients’ needs.”

A new online patient experience survey has recently been launched on the trust’s website at to gather feedback from people who have attended outpatient clinics and services.