Challenge: It was recognised that NHS Stoke on Trent Community Health Services needed to ensure that the organisation has timely, auditable, and accurate information about patient experience. In order to get an understanding of patient satisfaction, a more systematic and reliable approach was required.
Solution: NHS Stoke on Trent Community Health Services started using PET in 2008 with ten devices to monitor how patients perceived the range of health services provided.
Outcome: Within the first two months of using PET, it became apparent that tangible improvements were required where hygiene and hospital meals were concerned. PET is providing the organisation with a tool to benchmark core patient experience along with key organisational objectives as set out in its strategic direction. As a result, a further 20 PET units have since been installed across all services.
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