“The key to the success of the family and friends test lies in the hospital’s ability to act quickly to rectify problems highlighted” said Sara Gorton UNISON, Head of Health, today (30 July).
The results of the test show that the overwhelming majority of patients would be happy to recommend their ward to loved ones. However, UNISON is warning that it is often the lack of staff on the wards that leads to patient complaints and that this particular problem shows no sign of improvement.
Sara Gorton, UNISON deputy head of health went on to say:
“It is heartening that the vast majority of patients do have a good experience in the NHS. The friends and family test can act as a litmus test on what is happening in a hospital, but it must be part of a rigorous and wider inspection regime.
“Comments from staff as well as patients are crucial in driving up standards of care. We know that the lack of staff on the ward is often the biggest cause of complaints. Earlier this year UNISON’s own survey of nurses and healthcare assistants found that nearly 60% did not have enough time to deliver safe, dignified and compassionate patient care.
“In the end, the success of these surveys will be judged by the actions taken by hospitals and that means they need the power and the finances to make changes for the better. We must ensure that marketing consultants and executives don’t use the system to push their way into the NHS and drain valuable resources that are needed for patient care.”
