Mystery Patient

Here at Plymouth Hospitals NHS Trust we are always looking to improve the service we provide to patients, carers and relatives.  Gathering feedback in as many ways as possible from the people using our services is vital to help guide those improvements. To that end, we are launching a Mystery Patient Programme.

How does the Mystery Patient Programme work?
Patients who volunteer to become ‘mystery patients’ give feedback on their actual experience during their time at the hospital from arrival to discharge. 

All mystery patient feedback is kept anonymous and staff at the hospital will not know you are a Mystery Patient.  Because patients nominate themselves the hospital has no control over which services are included for review.

What is involved in being a mystery patient?
Once you volunteer to become a mystery patient, you will be given a feedback form to fill in to record your thoughts and experiences as you go through each stage of your care.  You can fill in a feedback form after every contact with the hospital or select to give your feedback less frequently.

Patients who volunteer to be a mystery patient can register their interest with the Patient Experience Manager, who will provide some feedback forms and pre-paid envelopes and explain in more detail what is involved.  She will also offer to meet to go through the process and provide guidance on what you will be required to do.

While the Patient Experience Manager will know your name, all your feedback will be anonymised before it is shown to anyone else.

The Patient Experience team will record all mystery shopper anonymised comments onto a database system ‘Meridian’.  Your feedback will then be analysed and circulated to relevant clinical teams and senior management who will consider any future changes to service or Trust policy.  Your feedback will help the hospital to see how services are seen through the eyes of the people we care for. 

The Mystery Patient Programme has been developed to capture patient feedback, however if you have any concerns about your care or would wish to make a complaint please contact:
PALS on plh-tr.PALS@nhs.net.
Complaints Team on plh-tr.Complaints-PatientServices@nhs.net.

Who can be a mystery patient?
All patients are welcome to take part, whether they are coming to Plymouth Hospitals as an out-patient, in-patient or day-case. Carers, parents or relatives are also welcome to contribute.

Mystery patients must be aged 18 or over, using Plymouth Hospital NHS Trust services currently or are expecting to in the near future irrespective of where they live.

Sounds interesting: what do I do next?
If you would like to be involved, please contact the Patient Experience Manager in one of these ways:
Telephone:  01752 439695
Email:  plh-tr.patientservices@nhs.net

Write:  
Mrs Jayne Glynn
Patient Experience Manager
Plymouth Hospitals NHS Trust
Patient Services Department
Level 7
Derriford Hospital
Plymouth
PL6 8DH

We will be delighted to welcome you as a mystery patient and give you all the information you need to get started.  Your feedback will be very useful to help us shape and improve our services.

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