For patients
& visitors

Patient Experience Team (PET)

The Patient Experience Team brings together a wide variety of feedback from our patients, their relatives and carers which we then use to improve your services.

We work with staff across the hospital to help them encourage their patients and visitors to give us valuable feedback that we can use to continuously improve. 

We collect feedback in the following ways

  • comment cards
  • the Friends & Family test
  • the mystery shopper scheme
  • patient and carer forums
  • letters and emails from patients, friends and relatives
  • comments on websites like NHS Choices and Patient Opinion
  • feedback through advocacy groups, such as Healthwatch Southend

If you would like to send us feedback about your experience at Southend, you can

The team are Laura Mansfield, head of patient experience and Louise McIver, patient involvement coordinator.

By bringing together all of this feedback we can identify areas where our procedures or services can be improved. Links with governance and risk management throughout the trust help to make this happen and examples of improvements are included in the trust's Annual Report and annual performance assessments, undertaken by the Healthcare Commission. 

We also act as a resource for staff who want to talk to their own service users and members of the general public and review the services they provide. This can range from developing a patient experience questionnaire to setting up a focus group.