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<p>Patient experience surveys are a valuable source of evidence and the results are
used in a range of ways, including the assessment of National Health Service performance
as well as in regulatory activities such as registration, monitoring ongoing compliance
and reviews. The Care Quality Commission has developed a new Intelligent Monitoring
tool to give inspectors a clear picture of the areas of care that need to be followed
up within an NHS acute trust or a specialist NHS trust. The system is built on a set
of indicators that look at a range of information including patient experience, staff
experience and performance.</p><p> </p><p> </p><p> </p><p>In addition to the patient
experience surveys hospital boards and other providers and commissioners of services
can also consider the results of the Friends and Family Test (FFT) to consider the
implications for quality and safety. While not a traditional survey, the FFT provides
near real-time feedback to identify both good and poor quality patient experience.
A NHS England review of the FFT found that it is performing well as a service improvement
tool, with 85% of trusts reporting that it is being used to improve patient experience,
and 78% saying that FFT has increased the emphasis placed on patient experience in
their trusts.</p><p> </p><p> </p><p> </p>
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