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Why do we conduct patient surveys?

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Guy’s and St Thomas’ NHS Foundation Trust conducts patient surveys for British Forces patients based within Germany and some areas of the European Joint Support Unit. These surveys are part of our efforts to continually improve our services and we greatly appreciate feedback about your patient experience. Examples of improvements we have made following patient feedback can be seen below under the heading "Listening to you".

How do we invite patients to complete a survey?

You may be asked if you would like to receive an email invitation to complete a patient survey. This is optional. If you choose to provide your email address, (either on the patient registration form or by other means), it will be stored securely within your patient record and we will transfer your email address plus a small amount of information about your hospital visit to a survey system, Smart Survey. This information includes the dates of your visit, the clinical speciality, whether you presented as an emergency, serving or non-serving status, gender and the episode of care reference number. An email invitation will then be sent to you with a unique Smart Survey link.

What happens when a patient responds to a survey?

If you choose to complete a patient survey, your response will be dealt with in confidence by our Quality of Care Survey Department. The information will be processed anonymously unless you choose to include your name and contact details within your survey response. We read all survey responses individually. When we identify areas of good practice, we provide positive feedback to the relevant clinical teams. When we identify issues which may require improvement or resolution, these are escalated to senior management and/or senior clinicians. If you choose to include your contact details, our Quality of Care Survey Manager will contact you to discuss any further comments you may wish to make about your experience and inform you about any related actions taken.

What happens to the patient responses?

Patient responses are stored within Smart Survey and our internal secure systems. We produce detailed annual anonymised patient survey reports which are shared with Guy's and St Thomas' staff and Host Nation provider staff all of whom work to patient confidentiality requirements. These reports provide assurance of the overall levels of patient experience, drive quality improvements where needed and allow us to look at themes, trends and benchmarking of results. In addition, concise summary reports are also shared with Defence Primary Healthcare staff.

What if I want to know more?

Further detailed information about how Guy’s and St Thomas’ complies with data protection legislation in the use of your personal information, please see our Privacy Statement available here.  If you would like to know more about our patient surveys, please contact the Quality of Care Survey Manager on qcs@shcac.de.

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