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Lichfield patients urged to take on ‘mystery shopper’ role

hospitalwardLichfield residents who have to go into hospital are being urged to become ‘mystery shoppers’.

Patients are being asked to take on the role by participating in a new programme which places the quality of patient care at the centre of the local NHS.

Yvonne Sawbridge, Director of Quality and Performance, South Staffordshire PCT said:

“South Staffordshire PCT, Burton Hospitals NHS Foundation Trust and Mid Staffordshire NHS Foundation Trust are working jointly on this project as we all regard patient feedback as an essential method of ensuring that the quality of care is of a high standard and that patients have a positive experience and are satisfied with the outcome of their treatment.

“We believe that this programme, which will provide virtually ‘real time’ feedback, will help us to develop services that are responsive to the needs of patients and are of an even higher standard.”

South Staffordshire Primary Care Trust (PCT) has implemented a new system to enable patients to feedback their views and opinions of the treatment they have received in hospitals locally.

Patients living anywhere in the South Staffordshire PCT area – which includes Lichfield – who are about to be admitted to hospital or attend as an outpatient, are being asked to participate in the ‘mystery shopper’ programme.

Involvement is straight forward – patients willing to participate can call 01889 571700 and quote ‘Mystery Shopping’. Further information and a questionnaire will then be sent out to learn about your experiences at different stages of your treatment. The questionnaire can then be returned to the PCT in a freepost envelope, where it will be collated and shared with the local hospitals and, used to develop and improve future health services.

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1 Comment

  1. Tax Payer

    2nd July, 2009 at 12:40 am

    The first thing you do is make it easier to complain.
    When I tried to complain I got the distinct impression the staff had been on a training course on how to discourage people from complaining.
    They must have passed as I soon gave up.
    We used a number of (Queens) departments .When my wife was at deaths door the staff in that department were as perfect as you can get – then there were other departments -nuff sed!