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The patient experience tracker (PET) is an electronic patient feedback system that provides a straightforward and user-friendly way of capturing and analysing patient satisfaction with the care they receive at Moorfields. Initially designed for the retail and service sector, many NHS Trusts across England and Wales are using it to help develop and maintain their services.
The system uses an electronic keyboard on which patients are asked to push buttons in response to questions about their experience whist in the Trust. Patients have been asked to give their opinion on things such as communication, privacy, staff attitude and the information they have received. Once this information is received, the areas concerned prepare action plans to respond to some of the issues raised.
We currently have ten units throughout Moorfields, which can be found in the following locations:
Clinic 2, City Road (Glaucoma)
Clinic 12, City Road (Medical Retina)
Mackeller day surgery unit, City Road
The day care unit, City Road
Moorfields at Bedford
Since June, more than 2,700 patients have used the patient experience tracker and it has given us much information on where we need to improve, but as importantly, where we are doing well.
Some initiatives that have already been generated by the responses from the patient experience tracker are new information leaflets for day surgery patients, better and timelier information regarding any delays in clinics, and ensuring that all staff introduce themselves to patients.
We hope to have more patient experience trackers in place soon, so if you are a patient at Moorfields, please look out for them and take a few moments to give us your opinion on the service we provide.
You can download the results for July 2008 by clicking on the link below.
