Patient experience and satisfaction

Patients have told us that a good patient experience means: 

  • being treated with honesty, compassion, respect and dignity;
  • being communicated with and listened to as an equal;
  • having the right information at the right time to enable the right choices to be made;
  • consistently receiving good care in a supportive, clinically effective and safe environment and delivered in a confident and reassuring way.

Our patients' views are extremely important to us. We encourage our patients to tell us about their experiences and provide many different ways to do this, including using our online feedback form. Feedback is shared with the appropriate departments so that we can take action to improve our patients' experiences.

As well as seeking ad hoc patient feedback, we participate in regular surveys to find out what our patients are saying about our services. This includes a national annual inpatient survey and monthly local inpatient surveys, and national assessments such as the Care Quality Commission assessment. We also carry out snapshot surveys from time to time on specific issues.

We regularly review, report and act upon all these sources of information, as part of our patient inprovement framework and patient experience strategy. Please see our latest results below.

Our current priorities for patient experience are:

  • Nutrition
  • Communication and customer care
  • Admission and discharge
  • End of life care
  • Safeguarding adults and children

Carers' survey

If you provide support to a family member, friend or patient who is, or has recently been a patient at one of our hospitals (Southampton General Hospital, Princess Anne Hospital, Royal South Hants Hospital or Countess Mountbatten House) please could you take a minute to answer the following questions in our carers' survey

This survey enables us to understand your view of our service as a carer, as well as your perception of the service provided to the person you care for. The information you share with us will help to shape the services we provide.

A carer is anyone (including children and adults) who looks after a family member, partner or friend who needs help because of their illness, frailty, disability, a mental health problem or an addiction.

Experience of care report

The diagram below shows results from the most recent friends and family test, statistics from our patient support services and our volunteer workforce.

Experience of care - FFT complaints and volunteers October