More praise for NHS
Feb 9 2008 by Anne-Marie Bradley, Huddersfield Daily Examiner
PATIENTS praise healthworkers more than they complain, a recent survey has shown.
Frontline NHS Direct staff received twice as many compliments as they did complaints during 2007, according to latest figures.
A total of 1,533 compliments were given compared with only 775 complaints.
Monthly patient surveys throughout the year also showed the majority of users were happy with the service, with 97% of callers being satisfied or very satisfied.
Helen Young, clinical director for NHS Direct, said: “We are always delighted to hear positive feedback and this year’s figures are particularly pleasing.
“But we also take complaints and feedback very seriously.
“NHS Direct has a robust system in place to ensure we disseminate good practice when we get things right and learn from our mistakes when we get things wrong.”
The round-the-clock health service receives more than 29 million contacts from patients a year, either by phone or via the web. Staff handle more than 22,000 calls a day.
The top reasons for praising staff ranged from patients pleased with dental advice given, to good attitude from staff and useful advice.