Patient feedback terminals have helped the Medical Specialist Group reach an almost perfect score.
Despite waiting times for some operations, scans, and other specialist appointments recently reaching their worst level since current records began, more than 1,000 patients said their experience at the MSG this year has been a 9.4/10.
The MSG said this reflects “consistently high levels of satisfaction across its services”.
Dr Michelle Le Cheminant, Chairperson at MSG, said feedback terminals were used to gather patient’s feedback, and that data is now being used to “actively shape how services evolve”.
“It’s encouraging to see such positive feedback from our patients,” she said.
“It’s important to have this touchpoint with them, it gives them a chance to feedback in a less formal way, while giving us the opportunity to continually improve our services for the island.”
The feedback terminals promise “we’re listening”.
They have built-in ‘Touch&Tell technology’, which allows for patients to share their experiences in real-time.
This gives the MSG “immediate, independent insight into how its services are performing”.
More than 1,000 patients used the feedback stations between January and July this year.
94% rated their experience positively, with 200 written comments also offering feedback.
The MSG said the data highlights a consistently strong theme.
“The kindness and compassion of staff” was one area highlighted, with many patients choosing to share personal reflections on the care they received.
Patients also described feeling listened to, supported and treated as individuals, alongside high-quality clinical care.
My concerns were taken seriously.
MSG Patient
Some of the feedback given included quotes such as “succinct explanation, friendly and approachable from immediate reception to nursing and specialist” and “excellent consultation, listened to all my queries and responded with helpful information”.
Some of the MSG’s staff were named by patients offering feedback but that information has not been published.
Patients can also still share feedback through other official channels, such as the Medical Specialist Group’s customer care team.
