Patient and Carer Experience

About us

The Patient Experience team:

  • Provides the Patient Advice and Liaison Service (PALS)
  • Provides the Complaints Service
  • Listens to your feedback
  • Ensures your feedback is passed on to the relevant service
  • Continually seeks feedback about our patients experience through listening to patient stories, surveys, mystery shopping and Friends and Family Test comment cards

Tell us what you think

To give us feedback, please contact us.

To complete a Friends and Family Test comment card, please click here.

In 2018, over 23,000 patients provided us with feedback via the Friends and Family Test, with 96% telling us they would recommend our services to friends and family.

To access the patient experience dashboard which gives live patient feedback, including Friends and Family Test responses please click on the link below:

The Friends and Family Test                      

We want you to have the best possible experience of care. The Friends and Family Test is one way of gathering your views about our services and can help us to better understand what is working well and what we can improve. The Friends and Family Test provides you the opportunity to tell us about your experiences of our services in a quick and anonymous way. Your response, alongside other responses, is then used to calculate a score for each service.

The Friends and Family Test explained

The Friends and Family Test is a national question designed to measure how well a service is running or where improvements may be required. The question is: “How likely are you to recommend our service to friends and family if they needed similar care or treatment?” with response options ranging from “Extremely likely” to “Extremely unlikely”.


Patient Experience Annual Report 2016-2017

Patient Experience Annual Report 2015-2016