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North Cumbria University Hospitals NHS Trust - 70 years of the NHS


Home > News > Patients happy to recommend our services to family and friends

Patients happy to recommend our services to family and friends

Posted on Thursday 12th March 2015
Friends and family

Inpatients at North Cumbria University Hospitals have given their care a big thumbs up, with over 96% saying they would recommend our services to their friends and family.

Of those treated on inpatient wards at the Cumberland Infirmary and West Cumberland Hospital in January, 640 filled in the ‘friends and family’ survey, a national questionnaire which asks patients whether they would be likely to recommend the ward to their friends and family, should they need similar care. Of those, 491 said they would be ‘extremely likely’ to recommend the ward, with a further 125 saying they would be ‘likely’ to recommend the ward.

This means 96.3% of patients who completed the survey would recommend the Trust – greater than the national average of 94.3%.

And almost 92% of people surveyed after attending A&E at the Cumberland Infirmary and West Cumberland Hospital in January also said they would be likely or extremely likely to recommend the service to their friends and family.

Executive director for nursing and midwifery Gail Naylor said: “These figures will come as a great boost to our ward and A&E staff – to know that their efforts are appreciated and the vast majority of the patients they treat would recommend their care to their family and friends. The past few months have been difficult for our Trust, with the added pressures which winter inevitably brings, so it is great to know that patients on the whole are happy with the care they have received.

“There will always be more we can do to improve patient care and we will not be satisfied until 100% of our patients say they would be extremely likely to recommend our services. We would always encourage anyone who has any suggestions as to how their care could be improved to speak to a member of staff in the first instance, or email with their comments.”

The ‘friends and family’ test was introduced in all acute hospitals in 2013 for inpatients spending at least one night in hospital and patients attending A&E. Patients are asked: ‘How likely are you to recommend our A&E/ward to friends and family if they needed similar care?’ and asked to give a response ranging from ‘extremely likely’ to ‘extremely unlikely’.