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Thumbs up for Trust – as compliments rise by 33%

Last year, York Teaching Hospital NHS Foundation Trust received 9,123 compliments in the form of letters and thank you cards – a 33% rise in compliments when compared to the previous year.

Figures publicised in the Trust’s Annual Report show that compliments from patients and their families continue to rise, and remain far higher that the number of complaints it receives.  In 2014/15 the Trust received 9,123 compliments praising the work of staff and the Trust, a 33% rise from the previous year when it received 6,875 compliments.

In contrast, the Trust received 655 complaints in 2014/15, a reduction on last year’s figure of 687.    

Beverley Geary, Director of Nursing at York Teaching Hospital NHS Foundation Trust, said: “We treat and hear from thousands of people every year and it is testament to our staff that the number of compliments we receive far exceeds the number of complaints.

“Last year our Patient Experience Team recorded a total of 9,123 positive feedback responses in the form of letters, cards and emails. This is a 33% rise on the previous year which is fantastic.

“Compliments enable us to feedback to staff where they are providing an excellent service and we always make sure that they are passed onto the team or staff members involved in the patient’s care.  

“We place a high value on patient feedback as a resource to provide assurance that the care and treatment provided at our hospitals and across community services meets the needs and expectations of patients in terms of quality, outcome and safety.

“We value all feedback and acknowledge that there are occasions when we don’t get it completely right. This feedback, and the learning that arises as a result, can help us focus on the steps we need to take to improve the quality and safety of the services that we deliver.”

The Trust has seen a rise in the number of people using social media sites such as Facebook and Twitter to leave compliments or reviews and it is looking at developing a system to record and share this feedback.      

Notes to Editors:

 2013/14 2014/15 
Complaints 687 655

15 September 2015

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"Last year our Patient Experience Team recorded a total of 9,123 positive feedback responses in the form of letters, cards and emails."

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