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Tuesday, 3 December 2013

St Helier responds to complaints

The NHS website set up so patients can write comments about hospitals in a trip advisor style, has been flooded with complaints.

Care Connect was set up in August and patients give the hospital a score out of five and post their comments.

But is seems some hospitals aren’t faring so well.

One comment, allegedly from a parent visiting St Helier in Carshalton, gave it a score of 1 and saying it was appalling all round.

The Hospital issued this statement to us earlier.

As a Trust, we are absolutely committed to listening to what our patients have to say about the experience they have in our hospitals – whether they have positive feedback or want to report something that has caused them concern – we value every thought and opinion.

In addition, we truly believe in being an open and transparent organisation and where necessary, will always face up to and investigate the concerns of our patients. This is a particularly important part of the work we are undertaking to ensure that a situation similar to that highlighted in the Francis report (which looked into failings at Mid-Staffordshire NHS Foundation Trust), could not happen at our hospitals.

As such, we offer a number of different ways for patients and their loved ones to have their say about our services. Either online on our website, by letter, through social media sites such as Twitter or simply by contacting our Patient Advice and Liaison Service (PALS), the people who use our hospitals can let us know what they think in a way that is convenient to them.

It is because of our commitment to listening to and acting upon patient feedback that we agreed to take part in the pilot scheme of the new Care Connect website. Since joining the scheme at the end of July, 99 people have left reviews about St Helier Hospital, with the vast majority of people rating our hospitals with the highest possible mark.

The full breakdown is as follows:

42% of people gave us a five star rating
12% gave us four stars
7% awarded us three stars
9% gave us two stars
16% gave us one star.

Whilst we are delighted that the vast majority of the reviews we had were very positive, we will of course, investigate and rectify problems identified in any less positive reviews.
posted by Radio Jackie News Team @ 1:36 pm  

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