Measuring patient experience

In December 2020, we partnered with a leading healthcare review organisation, iWantGreatCare (iWGC) to develop a bespoke solution for collecting patient feedback and use your feedback to improve our services.

Finding the right solution

After discussing the project needs, we held focus groups with our staff, service users and their carers to get a deeper understanding of the challenges and opportunities of gathering feedback.

Seven questions were chosen in collaboration with staff, patients and their carers.

This includes the three core Friends and Family test and demographic questions, which help us collect reliable, consistent and comparable information about how people experience our services.

Read a summary of the focus groups (pdf)

Visit the iWantGreatCare website (opens new tab)

Survey questions

Were you treated kindly?
Did you feel safe? (inpatient services only)
Were you listened to?
Was the information you were given easy to understand?
Were you involved as much as you wanted to be in your care or treatment?
Was the place where you received your care and treatment suitable for your needs?
Was the location clean? (only where patients attend an appointment on site)

Anyone receiving our care is asked these questions, which vary depending on the service, to rate each aspect of their experience on a five-star scale, from ‘Not at all’ to ‘Totally’.

While the survey has been designed for patients, parents, carers or advocates will also be able to complete it on their behalf.

We also ask for some optional demographic information to help us identify trends.

Accessible to all

The iWGC platform enables our patients to give feedback easily.

You can complete the survey by SMS, QR code, visiting our website, kiosks or on paper.

Give feedback on the iWGC website (opens new tab)

The survey will also be available in different languages and in Easy Read format.

How your feedback is improving services

Every day your feedback is driving improvements to the care we provide to our communities

Read our You Said We Did report (pdf)

Your feedback is valuable

We appreciate it takes time and effort to share constructive feedback with us, and we want to keep you updated on how we’re acting on those views to make significant changes across the organisation, so we’ll be sharing progress regularly on our website and social media.

Email patientexperience@berkshire.nhs.uk

Patient and Public Involvement

Call 0118 904 4651

PALS

If you’d like further support about the care you receive, or resolve any concerns you have when using our services, you can also contact our patient advice and liaison service (PALS)