Patient Experience: 2022-23

Given ELMS ethos as a Community Benefits Society, ELMS take the quality of its service offer very seriously and welcomes feedback from service users as the basis for learning what we have got right, and how we might improve, however the Coronavirus pandemic minimised the opportunity for face-to-face contacts and led to the suspension of our Family & Friends Test (FFT) questionnaire, as our normal means of collecting feedback from our patients, carers and other stakeholders.

In 2022-23, ELMS received 85,693 referrals in its IUC service and 12,671 through its AVS – which resulted in the delivery of a total of 98,364 patient referrals in the year.  

2022-23 Compliments

COVID impacted the ability of ELMS to secure feedback from patients with the survey of patients using the NHS Family and Friends Test (FFT), suspended in agreement with Commissioners.   In late 2022-23 we did restart the FFT survey and received 58 FFT responses - most of it positive.

97% of those respondents said they were “Extremely Likely” or “Likely” to recommend our service with the remaining 3% saying they were “Neither Likely” nor “Unlikely” to recommend our service.  ELMS consider that this reflects positively on our teams and their service delivery and our ethos of putting patients at the centre of all that we do.

Please see the feedback comments shown below: