PCH Scores highly in Friends and Family Test
30 July 2013

Peninsula Community Health has rolled out its Friends and Family Test ahead of time for community hospitals and joins the  acute hospitals in publishing some fantastic early results today, achieving scores ranging from 88- 92 during April, May and June.

Out of 1,307, 1193 patients leaving PCH wards or Minor Injury Units said they were ‘extremely likely’ to recommend the care they receive. 

Since April this year; it has been compulsory for acute hospitals to ask their patients the following simple question when they are discharged from hospital:

“How likely are you to recommend our ward [Minor Injury Unit] to friends and family if they needed similar care or treatment?”

And they are asked to tick one of the following six response options:

1 Extremely likely

2 Likely

3 Neither likely nor unlikely

4 Unlikely

5 Extremely unlikely

6 Don’t know

The scores are a numerical score (not a percentage score) as they are calculated using the proportion of patients who would strongly recommend (option 1) minus those who would not recommend (options 4 and 5) and those who are indifferent (option 3). This method yields a score of anywhere between -100 and +100. 

Our April-June scores:

 

Apr-13

May-13

Jun-13

 

 

 

 

Score

92

89

88

 

 

 

 

Breakdown of responses

 

 

 

Extremely likely

317

396

480

Likely

20

30

42

Neither likely nor unlikely

1

2

7

Unlikely

2

3

1

Extremely unlikely

0

3

0

Don't know

0

2

1

 

 

 

 

Response rate

 

 

 

Total discharges/attendances

4894

5793

5855

Total returns

340

436

531

% Response rate

6.95%

7.53%

9.07%

Whilst we hope to continue increasing our response rate, the huge number of patients who say they would be ‘extremely likely’ to recommend the ward or MIU they had attended is a great affirmation of how our services are received.

It’s fantastic that so many of you are keen to give feedback and help us improve the service that you, your family and friends receive in hospital.

We would love more of you to tell us about your experiences when visiting one of our Minor Injury Units or staying in one of our Community Hospital wards.

It is through your feedback (good or bad) that we learn so much and the staff in each hospital ward and Minor Injury Unit can see where and why patients perceive the service to be excellent, or where they might need to improve.

Everyone in PCH, from the frontline staff to the senior managers of the Board, is committed to improving patient care and keen to hear patients’ views and ensure we act on them.

Bev Balin, Patient Experience Manager