What matters to you, matters to us
We welcome all feedback to improve our services.
If you are happy with the care and treatment we have given you, we would be delighted to hear from you. Our staff work very hard to give the best possible quality care to our patients and greatly value your feedback about what went well.
If you are not happy with the care and treatment you have received it is important that you tell us. We take all feedback seriously and will take action where appropriate. See our information about raising concerns and making a complaint.
How to share your feedback
Within the hospital we actively collect feedback from patients, carers and families. There are 3 main ways in which we do this;
The Real-Time Patient Survey
During your stay as an inpatient you may be approached by one of our staff members to complete a survey. This survey will ask questions about your stay and give you an opportunity to share with us how things are going. Your feedback is shared with the ward team within 24 hours to ensure rapid changes can be made where possible.
If you do not wish to share your feedback, please just let the staff member know. The survey is voluntary.
The Friends & Family Test (FFT)
The Friends & Family Test is a national survey which runs throughout all services within the hospital. It gives you the opportunity to answer one key question;
‘How likely are you to recommend our service to your friends and family if they needed similar care or treatment?’
There are six options for you to select from. After this question, you are able to provide us with a free text comment about your experience with us. There are a number of ways in which we collect the FFT to ensure we give everybody an equal opportunity to share their feedback. These include SMS text messaging, Interactive Voice Messages and a suite of postcards. We also have online surveys which are multi-language and specially tailored for children. For more information on the Friends & Family Test please click here.
The Mini-National Survey- ED & Inpatients
Each year the hospital undertakes a series of national surveys to understand how the hospital is performing compared to other hospitals. At NGH we believe it is important to continuously ensure that we are providing the best possible care. For this reason we have started our own mini-national survey within our emergency department and inpatient wards.
If you have stayed with us recently, or attended ED, you may receive a survey within the post a few weeks after you leave us. This will come from the people that send the surveys out for us, Patient Perspective. Your survey is completely anonymous and we welcome you to share your experience with us openly and honestly. Please send your completed survey back to Patient Perspective in the envelope provided.
If you do not wish to share your feedback, simply do not complete the survey.
Everyday Hero Award
Do you want to say thankyou to a member of #TeamNGH who you think has gone above and beyond what might be expected of them?
Everyone who works in a hospital makes a difference. The NGH Everyday Hero Award has been created to recognise exceptional members of TeamNGH who have demonstrated compassionate care and thoughtfulness which goes above and beyond the usual within their role. The Everyday Hero Award, supported by NGH Health and Wellbeing, is open to clinical and non-clinical staff who has made a real difference in their role whether they work on a ward, in an office, or in our kitchens; whether their work involves patients, buildings or supplies. To nominate a hero from NGH visit our NGH Everyday Hero website or:
Our nurses and midwives are recognised through our DAISY Award.
The Daisy Award
The Daisy Award is your opportunity to say thank you by sharing your story of how a nurse or midwife made a difference you will never forget. Each DAISY Award honoree will be recognised at a ceremony in her/his ward or department and will receive a DAISY Award pin, certificate and a hand-carved sculpture A Healer’s Touch. To nominate an extraordinary nurse or midwife, download a nomination form and send it back to us by:
• Email: firstname.lastname@example.org
• Post: Julia Jones, DAISY Award Co-Ordinator, Patient, Nursing & Midwifery Services, Northampton General Hospital NHS Trust, Cliftonville, Northampton NN1 5BD
Other ways you can share your feedback
There are a number of other ways you can share your feedback with us and we welcome you to do so, you can:
tell the staff on the ward or in the department
write a comment on the NHS Choices website so that everyone can see your feedback
share your experience on the Care Opinion website
complete a 4C’s form – these are available within all clinical areas
write to our chief executive who will make sure all relevant members of staff hear about the compliments they receive:
Northampton General Hospital NHS Trust
tell us on Facebook or Twitter.
When you receive care at an NHS hospital, you may be asked to take part in a national patient survey. These include;
The National Inpatient & Day Case Survey
The National Maternity Survey
The National Cancer Survey
The National Children & Young People’s Survey
The National Outpatient Survey
The National Neonatal Survey
All responses to the surveys are completely anonymous. Feedback is collected centrally and the national results are published each year.