A matron at Sandwell Hospital is providing afternoon tea for patients and their families at feedback sessions to find out about their experiences.

“Mystery shopper” style visits have also been made by people posing as relatives. The ideas are down to Julie Thompson, matron for Sandwell and West Birmingham Hospitals Trust.

For the past five months Julie has supplied tea, cakes and homemade scones to her personally invited visitors and patients at informal chats, designed for people to meet her and talk about their care.

She has also organised more than 200 visits to wards from undercover staff.

Their task is to quiz nurses and medics on patient care.

Mrs Thompson said: “These sessions have given me an insight into what people really want and expect from the care they or their relatives receive on a hospital ward.

“It has led to improvements being made in nursing practice on the wards and the delivery of care is now more tailored to what patients want which has been achieved very simply.”

Relatives who attended a session held last week had both praise and criticism for the matron.

Mrs Thompson added: “In these sessions I have received both constructive criticism and praise from families who want to tell me about good practice.

“I have been a matron for seven years, and this is the best thing I have ever done, as it has allowed me to find the route of issues and resolve them more efficiently, as these sessions give people the chance to tell their story in a relaxed environment.

“It has also taught me that the expectations from family members of patients can really benefit patient care and lessons can be learnt if they are listened to.”

Feedback from the sessions is shared with other senior nurses and ward staff who take action over any concerns raised.

Mrs Thompson aims to roll out the scheme to involve more nursing staff in the trust.