PATIENTS are being encouraged to rate hospitals on a website set up with support from the National Health Service as a forum for their judgments.

The new website, www. patientopinion.org.uk, was the idea of Paul Hodgkin, a Sheffield GP. “There’s lots of official information about the NHS available on the internet,” Dr Hodgkin said. “But people also want to find out what patients thought of services.”

Yesterday he urged patients to use the site. “Patients have a huge collective wisdom about how to make the NHS better,” he said. “But for Patient Opinion to work, we need stories from patients about their experience — what was good? What could have been better?” The NHS has in the past been wary of the opinion of patients. Community Health Councils were abolished by the present Government and replaced by Patients’ Forums, whose own future is now in doubt. But official policy is that public views matter, and that information should be available.

When the website was piloted in South Yorkshire more than half the postings praised the NHS or thanked individual members of staff for their care. About a third of the postings were critical, but tended to be constructive. Hospitals in the area found the feedback useful.

The costs of the service are to be covered by charging healthcare providers for access to data. “Patients need to be able to trust Patient Opinion,” Dr Hodgkin said, “and I also wanted Patient Opinion to be really useful to staff — not just another stick to beat them with.

“So we made Patient Opinion into an independent, not-for-profit, social enterprise. It is separate from the NHS, but funded by subscriptions from hospitals and PCTs (primary care trusts) who want to access feedback to improve services.”

The website is not an alternative to the NHS complaints procedure. It forwards any such complaints to the Patient Advice and Liaison Service.

The system is free to patients and is confidential. Postings are previewed before publication, to eliminate defamation and to cut overlong contributions. Patients are asked to comment on medical and nursing care, cleanliness, parking, whether they were treated with respect and dignity or had a proper share of information and decision-making, and whether services were provided punctually.

Each is rated on a five-level scale ranging from very good to very poor and the overall rating worked out from all the contributions made. Anecdotes and comments are encouraged.

Because the service has just started, there are gaps, but it covers all acute hospitals in England and will be extended to the private sector and mental health providers from March.

The brickbats . . .

Leeds General Infirmary

‘I dislocated my shoulder playing football and had to go to Leeds A&E. It was one of the most depressing places I have ever been in. The staff were grumpy and short-tempered and treated patients like annoyances’

GP services

“Whenever I ring up my doctor’s surgery to make an appointment, if they don’t have any slots within 48 hours they refuse to book me in for a later slot, telling me I have to ring back tomorrow . . . it’s ridiculous’

. . . and bouquets

Wharfedale Hospital

‘I've just returned home with a FIRST CLASS experience of surgical and nursing care. But the experience was spoiled by some of the worst food I have ever had. The omelette was rubbery and the chips rock-hard’

Diana Princess of Wales Hospital, Grimsby

‘I had a pacemaker inserted a couple of years ago. I have to attend check-ups . . . and every time I have been dealt with quickly and competently. I wish other parts of the health service could follow their example’

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