PERFORMANCE: Northern Devon Healthcare Trust has been nominated for an award for its “mystery shopper” patient feedback scheme.
The trust was one of the first to take part in the scheme in association with the Patients Association. Current and prospective patients or carers are asked to evaluate their experience of using trust services through each stage of their care.
The feedback is collated and made anonymous by the Patients Association before being sent to the relevant clinicians and teams involved in that person’s care. The information is used to share best practice and identify areas for improvement and is also shared with the board.
The trust and the Patients Association have both been named as finalists in the 2012 Patient Experience Network National Awards (PENNA) for the scheme.
4 January 2012