Satisfaction scores at the touch of a button
Patients with something to say about their time at Southampton NHS Treatment Centre will be able to give their opinions at the touch of a button.
Hand-held electronic pads will be available in all of the Centre’s main patient areas, and patients will be encouraged to tap in their ‘scores on the doors’ at every opportunity. The results are recorded ‘live’ so that staff can react quickly to any problems and, hopefully, nip them in the bud.
Every patient will also get a card so that any comments – good or bad – can be made, and suggestions given for future changes and improvements. All completed cards will be examined daily by Centre managers so they can swiftly take any action required. What’s more, every team within the Treatment Centre will get a weekly poster showing that week’s satisfaction scores and the areas where it was strongest and weakest.
Project Director for the Treatment Centre development, Glen Merryweather, says the relentless focus on quality pays dividends. “We use this system in other NHS Treatment Centres and it works extremely well,” he adds. “Patients like to give praise where it is due as well as flag up any concerns, and we’re proud to say that we consistently achieve very high scores for patient satisfaction.”