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Northumbria supports patient experience feedback across the NHS

Thursday, 13 April, 2017
Northumbria supports patient experience feedback across the NHS

One of the country’s leading NHS organisations for listening to patients and acting on feedback is helping to support other NHS trusts across the UK to develop and improve their own patient experience programmes. 

Over several years Northumbria Healthcare NHS Foundation Trust has developed what is now widely recognised as one of the most comprehensive programmes of capturing patient experience anywhere in the NHS. 

Every year, Northumbria Healthcare collects the views of 50,000 patients in Northumberland and North Tyneside.  The trust captures real-time feedback from patients while they are still in hospital with responses shared with teams within 24 hours, but also seeks feedback after people have used services, are back at home and more likely to openly reflect on their experience.

All feedback is used to continually improve the quality of services and enhance the experience patients have while using the trust’s services. 

In partnership with The Patient Experience Network, Northumbria Healthcare is now working with nine other NHS organisations nationally to share best practice and support other parts of the NHS to develop their own bespoke patient experience programmes.  Those involved in the collaboration include:

·         Ayrshire and Arran NHS

·         Barking, Havering and Redbridge University Hospitals NHS Trust

·         Belfast City Hospital

·         Cwm Taf University Health Board / NHS Wales

·         Northamptonshire Healthcare NHS Foundation Trust

·         Royal Free Hospital, London

·         Torbay and South Devon

·         Taunton and Somerset NHS Foundation Trust

·         South Tees Hospitals NHS Foundation Trust

Annie Laverty, director of patient experience at Northumbria Healthcare NHS Foundation Trust, said: “We are delighted to be involved in this partnership work with colleagues from all corners of the UK which will allow us all to share learning from what our patients tell us and truly embed this far and wide across the NHS.

“Our approach at Northumbria has always been about understanding what matters most to our patients, encouraging our teams to own and lead improvements and to foster a positive mind-set to make things even better. 

“By coming together with partners across the UK, our aim is create a meaningful community of practice that is focused on scaling up patient experience in the NHS, both in terms of the approach to measurement and in the tangible improvements delivered by really listening to what our patients say.”

Over the next 12 months, Northumbria will support each of the nine organisations with bespoke training and access to all the evidence-based resources and reporting mechanisms which are at the heart of Northumbria’s success story.  They will also visit the North East to see first-hand how the programme works at Northumbria and receive mentoring and support to roll-out the programme locally in their own areas.  

Angela Hillery, chief executive of Northamptonshire Healthcare NHS Foundation Trust, said: “Working with Northumbria provides us with an excellent opportunity of taking our programme to the next level.  We see lots of advantages of developing our approach to patient experience measurement, together with other enthusiastic organisations as part of a supportive network.”

Northumbria Healthcare NHS Foundation Trust was rated ‘outstanding’ by the Care Quality Commission in 2016 and recently won ‘overall best trust’ at The Patient Experience Network Awards in March 2017. 

In August 2016 the trust set up the ‘Northumbria Foundation Group’ to help spearhead new ways of working and drive forward innovation, improvement and efficiency in the NHS by sharing its knowledge and expertise.  Patient experience is one of a number of areas where the trust is sharing its learning across the NHS for the benefit of patient care.

For more information about Northumbria Foundation Group visit: or @NorthumbriaFG