At Great Ormond Street Hospital (GOSH), we try to achieve the highest standards in our clinical care and also in the services we provide for children, young people and families. We want to exceed your expectations so we try to improve what we do and how we do it all the time.
You can help us by telling us about your experience at GOSH – we want to hear your comments, compliments, concerns and complaints.
Understanding your visit or stay at GOSH can tell us:
- where things are working well
- where there might be risks so we can take action to reduce and eliminate them
- where we need to make some changes and improvements
We regard any comments, compliments, concern and complaints about our services as an opportunity to learn and make improvements. Your child’s care will not be affected in any way by you telling us your experience. Copies of any letters or investigations are never filed in your child’s medical records.
How you can tell us about your experience
You can tell us about your experience in various ways:
- in person – face to face to a member of staff. Our Patient Advice and Liaison Service (Pals) office is located in the main reception.
- by email to email@example.com
- by completing our online feedback form
- providing feedback as part of the Friends and Family test
- by telephone on 020 7829 7862
- by letter or fax
- using our comment or compliment cards, which you can drop it into one of the comments boxes in various locations around the hospital.
It helps us if you can give as much information as possible, such as when you had the experience, where it happened and, unless you want to remain anonymous, your child’s name and hospital number.
- I would like to make a comment or give a compliment
- I would like to raise a concern
- I would like to make a complaint
At the Listening event in 2013, our patients, families and staff asked us to develop a shared commitment and values to help make people’s experience at GOSH more consistently great. So, in spring 2014 we undertook a listening exercise to understand the values.
Friends and Family Test
The NHS-wide Friends and Family Test is an important opportunity for you to provide feedback on the care and treatment your child receives at GOSH. We use the information gathered to improve services. When your child is discharged, or within the 48 hours that follow, you will be given the opportunity to answer the following question:
"How likely are you to recommend our ward to friends and family if they needed similar care or treatment?"
You will be invited to respond to the question on a paper feedback form by choosing one of six options, ranging from 'extremely likely' to 'extremely unlikely'. Your answer is voluntary but if you do answer, your feedback will provide valuable information to help ensure our children, young people and families continue to have the best possible experience of care. Your answer will not be traced back to you, and your details will not be passed on to anyone.
How we are doing the Friends and Family Test at GOSH?
From April 2014, all inpatients staying one night or more will be given the opportunity to complete the Friends and Family Test feedback card. The feedback cards can be returned by placing them in the feedback box on the ward, or they can be posted back at a later date. We are also looking to increase the number of ways that families and patients can respond to the Friends and Family Test question.
By October 2014, the Friends and Family Test will be extended to outpatients and day case patients.
The results of the Friends and Family Test at GOSH will be displayed on wards around the hospital. By next year, our results and those from other children’s hospitals will be available on the NHS Choices website.
Who to contact
If you would like to be involved in the development of the Friends and Family Test for GOSH, or if you would like any further information, please contact Suzanne Collin (Patient Experience Project Manager) on 020 7813 8487 or email to firstname.lastname@example.org
If you want to discuss any issues about your experience of care further, please contact the Patient Advice and Liaison Service (PALS).
Feedback about your child's medical care
You may be asked to complete a questionnaire about the recent care your child has received. The reason for this is that registered doctors are required to document their practice through collecting patient feedback for revalidation. Please refer to our FAQs for further information. Alternatively, please email your query to email@example.com.
Please note that if you are a parent or carer requiring urgent medical advice relating to your child’s care, you should contact your regular consultant or clinical team or contact the GOSH Patient Advice and Liaison Service (PALS).
GOSH aims to maintain high-quality patient care and your feedback is greatly appreciated. As with all feedback, the information you provide will be kept fully confidential.