The post you are reporting:
"How does it work?
When you are discharged, or within the 48 hours that follow, you will be asked to answer the following question:
'How likely are you to recommend our ward/A&E department to friends and family if they needed similar care or treatment?'
You will be invited to respond to the question by choosing one of six options, ranging from 'extremely likely' to 'extremely unlikely'.
It is important that you are given the opportunity to explain why you have given your answer, so please answer any follow-up questions.
How will the results be used?
Hospitals will gather the results and analyse them rapidly to see if any action is required. They will combine your feedback with that of other patients, and create an overall score, which will be published on this website."
The bits I have italicised, to me, are the really important issues:The reasons why, and the opportunity to react.
On the other hand, the six options, and the raw collation of those results, are pretty meaningless.
Keith, I hope you mum is on the mend.