For four months St Catherine’s has been asking patients ‘how likely are you to recommend our services to friends and family?’
In that time, the hospice has collected a remarkable 200 responses (as of 13 May 2015). User opinions have been sought after across our Inpatient Unit, Day Hospice, Therapy Team and Lymphoedema service.
• 99% of patients and carers would recommend St Catherine’s to friends and family
• 90% stated they were ‘extremely likely’ to recommend St Catherine’s
• 92% of responses were accompanied by a comment explaining their answer such as:
“All staff and volunteers were always courteous, caring, attentive and patient. We as family have nothing but praise for the staff during an extremely difficult time.”
The Friends and Family Test (FFT) has also given patients and carers the opportunity to provide St Catherine’s with suggestions, which can be responded to in a timely fashion. This concept is working superbly in Day Hospice, who have embraced a ‘You said, we did’ culture. Some of the suggestions have included name badges for group members, more interactive games to play and exercise activities. All suggestions have been taken on board and Day Hospice colleagues have been feeding back on the changes they have made in response.
Building on the success of the Therapy Team using FFT out in the community, the Community Team will also begin utilising it from June.