3.8 Service Feedback – Patient and Service Users Experience Survey and Appreciations Across all our services, in the 24/25 period we have received a combined 10,433 responses to our services patient feedback surveys, in addition to the 85 direct compliments from patients, via other methods (such as verbal or email contact). All positive comments about our teams or individual members of staff are logged as compliments and shared with them for their personal portfolios. As previously mentioned, besides our patient experience feedback surveys, we offer Patient Advice and Liaison Service (PALS) and complaints leaflets for raising concerns, asking questions, or giving compliments. Should we receive anonymous negative feedback from our patient and service user experience surveys, sent via an SMS post-consultation, we still aim to investigate the issues raised to identify and address any failures or shortcomings. If patients choose to provide their contact details in the anonymous feedback surveys, we reach out by phone or in writing to discuss their concerns and provide a response. In summary, the Family & Friends Test had the following results for the 2024/25 period: Service Average % of positive FFT recommendations 23/24 period Average % of positive FFT recommendations 24/25 period
ARI Services
90% 93%
*
Community Gynaecology Service
96%
Community Dermatology Face to Face Service GP at the Front Door Services overall average
98%
*
91%
91%
JPUH NNUH
95% 88% 94%
90.5% 87.5%
QEH
96% 98%
Home Visiting Service - Norwich
*
Lower Gastrointestinal Support Service
**
100%
Norwich Health Centre
83.5% (Note: data from 10.12.2023- 31.03.2024)
91.5%
Rapid Diagnostic Service Vulnerable Adults / Asylum Seeker Services
** **
100% 100%
Walk In Centre
**
100%
* Denotes that this service was not operational in the relevant period **Denotes that this data was not collected in the 23/24 period as this has formed part of the improvements initiated in our patient feedback surveys over the 24/25 period.
Norfolk Primary Care - Quality Account 2024/25
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