United Kingdom


  • Industry: Government & Public Sector, Healthcare
  • Type: Press release
  • Date: 30/07/2013

Friends and family come to the aid of NHS, says KPMG 


Improved levels of engagement between patients and the NHS is a sign that Britain’s health service is moving in the right direction.  According to Professor Hilary Thomas, a partner in KPMG’s Healthcare Advisory Practice, the data released today shows that patients and performance are being prioritised above everything else.


Published by NHS England, the ‘Friends and Family’ test focuses on the performance of A&E and in-patient wards through the eyes of patients.  Figures show that just 36 wards, out of 4,500 across the country, scored an overall negative figure - down from 66 in April.  They also reveal an increase in the numbers of respondents each month - from 108,000 in April to 160,000 in June.

Professor Hilary Thomas says: Beginning the process of data collection is a tough task because those under scrutiny may either be nervous about the results or cynical about how they are interpreted.  However, with the NHS the opposite seems to be the case.  With fewer wards scoring negative points, today’s results suggest that healthcare professionals are using the opinions of their patients as a catalyst for change.


“In some industries customer satisfaction surveys are seen as a tick-box exercise, yet if the NHS uses the data to steer staff performance using outcome measures and to increase accountability, the health service can become a shining example of how customer, or in this case, patient, needs are understood and met.

“All too often large organisations grapple with questions around how they keep a workforce of thousands committed, productive and engaged in today’s turbulent times.  At a time when the NHS finds itself under the microscope of public attention, the nation’s army of caring professionals must feel that their every move is being watched.  Whilst they should not rest on their laurels, the increasing response rates are a strong indication that the public remains engaged, willing to help shape the journey of continuous improvement and confident that the NHS will act on what they have to say.”


Media enquiries:

Mike Petrook, KPMG Press Office
020 7311 5271 (t), 07917 384 576 (m) or

Notes to Editors:

About KPMG

KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and operates from 22 offices across the UK with over 11,000 partners and staff.  The UK firm recorded a turnover of £1.7 billion in the year ended September 2011. KPMG is a global network of professional firms providing Audit, Tax, and Advisory services. We operate in 152 countries and have 145,000 professionals working in member firms around the world. The independent member firms of the KPMG network are affiliated with KPMG International Cooperative ("KPMG International"), a Swiss entity.  KPMG International provides no client services.


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