Reacting to the publication, today, of the latest ‘Friends and Family Test’ figures by NHS England, KPMG’s head of healthcare comments that the data is a welcome move in the right direction, but argues that a wider patient-driven view of healthcare would go some way to help improve care services.
Andrew Hine says: “The latest figures show a slight improvement in the number of patients happy to recommend their local hospital or A&E service. It’s welcome news, especially given the shortage of healthcare professionals and the pressures that our health service is facing on a daily basis.
“It should be noted, though, that the latest data focuses on patient opinion in the pre-winter period. As the cold weather takes hold and pressure to perform is ramped up, the hope must be that satisfactions levels continue to move in an upward trajectory.
“Our own research suggests that patients’ experience is often that the failings between different services, rather than problems within a single hospital are the biggest cause of problems and the root of their long-term concerns. With this in mind, the development of a Friends and Family Test to cover the full care pathway would be beneficial. It could provide a complete picture of satisfaction across the NHS, giving patients the comfort they need at a time they need it most and affording NHS leaders the opportunity to make changes where necessary.”
Mike Petrook, KPMG Press Office
020 7311 5271 (t), 07917 384 576 (m) or firstname.lastname@example.org
Notes to Editors:
KPMG LLP, a UK limited liability partnership, is a subsidiary of KPMG Europe LLP and operates from 22 offices across the UK with approximately 11,500 partners and staff. The UK firm recorded a turnover of £1.8 billion in the year ended September 2013. KPMG is a global network of professional firms providing Audit, Tax, and Advisory services. It operates in 155 countries and has 155,000 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. Each KPMG firm is a legally distinct and separate entity and describes itself as such.