What matters most to patients? A trust-wide approach to collecting, analysing and using free text data

Trust/Practice: The Mid Yorkshire Hospitals NHS Trust

At Mid Yorkshire Hospitals, all FFT suggestions for improvement are themed by the Patient Experience Team monthly using a coding framework based on the national guidance for theming complaints. Themes can be filtered by division, ward, department, service, date or FFT response. Trust and Divisional level reports are then produced. These include the themed FFT free text, as well as themes from comments from other patient surveys within the trust. Free text comments are redacted (names removed) for wider dissemination but unredacted versions are sent to relevant senior staff members in a password protected file for appropriate use. The team find that the majority of named comments are positive, help improve morale and can be used as part of the revalidation process.