Improving patient experience

The experience our patients, their families, friends and carers, have in our hospitals is extremely important to us, that’s why we are committed to involving and working in partnership with you, and to make the most of every opportunity we have to listen, learn and improve.

We use a number of tools to measure the experience people have when they use our services, including national inpatient and outpatient surveys and the Friends and Family Test. You can also rate the service we provide on NHS Choices (opens in a new window).

We have a Patient Advice and Liaison Service (PALS), who are available to provide information and support to patients and their loved ones, as well as to help to solve any problems or concerns that arise. We also have a Complaints Team who manage any formal complaints that we receive. 

If you would like to know more about our work to improve patient experience, or to find out how you might be able to get involved, please email esth.patientexperienceteam@nhs.net.