What patients said in feedback and what we did

You said, We did!

Where contact details are included services from across the Trust have spoken directly with patients to better understand their feedback and have discussed this within their teams.

Community

  • Concerns raised around delay in contact between Health Visiting team and patient following answerphone messages requesting a visit. This was raised initially as a formal complaint on Datix but downgraded to a concern as the patient felt the issues had been resolved. The service have:
    • Reviewed their processes regarding messages left on answerphones and how they are dealt with in the office to ensure that all messages are dealt with in a timely manner
    • Offered a home visit for the 6-12 month development review of their twin sons with a Health Visitor.
    • Provided further support for the family; a Health visitor is to touch base/visit the family once a month for the next three months
  • Patient reported delays in waiting times. It was unclear what the waiting time was in relation to, however team became aware of a staff issue which was resulting in delays. Team have addressed this by reducing the number of appointments and ensuring there is sufficient time allowed between appointment slots to reduce potential waiting time.
  • Patient reported dissatisfaction in regard to the process for grant applications. Client records show that all the relevant details were raised with the client: grant eligibility subject to assessment and waiting times. This was acknowledged as good practice and should continue. Where grant assessments are concerned admin will provide a letter which reinforces that grant assessments are carried out in deciding whether a client is eligible. Feedback was reported at Nov staff meeting where learning was discussed

Mental Health

  • Patient reported that although staff are friendly there is no continuity of care and they had not felt involved in decisions about their care. The Service Manager acknowledged comments and was sorry to hear that this patient had a negative experience. On assessment, patients are informed that due to shift work, the Team cannot guarantee the same person will always be available. However, the Team have comprehensive daily handovers where progress and needs of patients under the team are discussed. The shift coordinator when allocating visits, will check if there are staff on duty who have had previous contact with a patient and allocate them wherever possible. Care planning is also discussed at assessment and patients notes indicate that the assessing nurse clearly asked for the patients views on the Teams involvement and amended the original plan to incorporate the views. The Team have acknowledged that they may have not done as much as we should have on this occasion to ensure the patient was aware of how such issues are managed. This feedback will be shared with nurses at the next scheduled Team meeting as a learning opportunity.
  • Patient reported difficulty gaining access to a building and dissatisfaction at being moved between services. Service Manager noted that no Patient details were available to follow up. The service has had a number of issues with the main door, most of which have now been rectified. A pilot has been introduced to overcome this issue and the pathways are being further streamlined as part of the redesigning of the ‘entry’ to mental health services.
  • Patient was upset to have received a letter via post stating they had been seen by the service within the past three months when they had not been seen for over a year and had been working hard to get better. The concern highlighted a flaw in Services mailshot. It was sent to all patients who had an open referral (to the team) in the last 3 months. It appears that the police had requested this information which had ‘appeared ‘as an open referral. Reviewed processes and now practitioners only open a referral if the patient is actually seen. No longer open referrals if the police request the information. Message left for patient (by phone) so explanation can be given that records are correct, but the method of mailshot did not pick up that it had only been a request for information.

What patients said in 2017

What patients said in January 2017

In January 2017 1255 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 905 said 'extremely likely'
  • 253 said 'likely'
  • 40 said 'neither likely nor unlikely'
  • 21 said 'unlikely'
  • 16 said 'extremely unlikely'
  • 20 said 'don't know'

What patients said in February 2017

In February 2017 977 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 689 said 'extremely likely'
  • 211 said 'likely'
  • 31 said 'neither likely nor unlikely'
  • 8 said 'unlikely'
  • 23 said 'extremely unlikely'
  • 15 said 'don't know'

What patients said in March 2017

In March 2017 1033 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 763 said 'extremely likely'
  • 204 said 'likely'
  • 30 said 'neither likely nor unlikely'
  • 8 said 'unlikely'
  • 15 said 'extremely unlikely'
  • 13 said 'don't know'

What patients said in April 2017

In April 2017 955 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 637 said 'extremely likely'
  • 222 said 'likely'
  • 51 said 'neither likely nor unlikely'
  • 9 said 'unlikely'
  • 17 said 'extremely unlikely'
  • 19 said 'don't know'

What patients said in May 2017

In May 2017 1334 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 899 said 'extremely likely'
  • 325 said 'likely'
  • 36 said 'neither likely nor unlikely'
  • 27 said 'unlikely'
  • 26 said 'extremely unlikely'
  • 21 said 'don't know'

What patients said in June 2017

In June 2017 1191 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 851 said 'extremely likely'
  • 243 said 'likely'
  • 47 said 'neither likely nor unlikely'
  • 10 said 'unlikely'
  • 14 said 'extremely unlikely'
  • 26 said 'don't know'

What patients said in 2016

What patients said in January 2016

In January 2016 331 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 201 said 'extremely likely'
  • 97 said 'likely'
  • 9 said 'neither likely nor unlikely'
  • 5 said 'unlikely'
  • 6 said 'extremely unlikely'
  • 13 said 'don't know'

What patients said in February 2016

In February 2016 493 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 347 said 'extremely likely'
  • 105 said 'likely'
  • 17 said 'neither likely nor unlikely'
  • 6 said 'unlikely'
  • 8 said 'extremely unlikely'
  • 10 said 'don't know'

What patients said in March 2016

In March 2016 669 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 445 said 'extremely likely'
  • 168 said 'likely'
  • 21 said 'neither likely nor unlikely'
  • 8 said 'unlikely'
  • 5 said 'extremely unlikely'
  • 22 said 'don't know'

What patients said in April 2016

In April 2016 482 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 358 said 'extremely likely'
  • 100 said 'likely'
  • 13 said 'neither likely nor unlikely'
  • 2 said 'unlikely'
  • 1 said 'extremely unlikely'
  • 8 said 'don't know'

What patients said in May 2016

In May 2016 1125 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 762 said 'extremely likely'
  • 281 said 'likely'
  • 40 said 'neither likely nor unlikely'
  • 10 said 'unlikely'
  • 10 said 'extremely unlikely'
  • 22 said 'don't know'

What patients said in June 2016

In June 2016 492 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 342 said 'extremely likely'
  • 113 said 'likely'
  • 8 said 'neither likely nor unlikely'
  • 7 said 'unlikely'
  • 12 said 'extremely unlikely'
  • 10 said 'don't know'

What patients said in July 2016

In July 2016 703 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 469 said 'extremely likely'
  • 162 said 'likely'
  • 29 said 'neither likely nor unlikely'
  • 17 said 'unlikely'
  • 8 said 'extremely unlikely'
  • 18 said 'don't know'

What patients said in August 2016

In August 2016 1501 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 1120 said 'extremely likely'
  • 272 said 'likely'
  • 39 said 'neither likely nor unlikely'
  • 19 said 'unlikely'
  • 30 said 'extremely unlikely'
  • 21 said 'don't know'

What patients said in September 2016

In September 2016 1259 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 804 said 'extremely likely'
  • 291 said 'likely'
  • 45 said 'neither likely nor unlikely'
  • 31 said 'unlikely'
  • 31 said 'extremely unlikely'
  • 57 said 'don't know'

What patients said in October 2016

In October 2016 1364 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 919 said 'extremely likely'
  • 329 said 'likely'
  • 43 said 'neither likely nor unlikely'
  • 35 said 'unlikely'
  • 17 said 'extremely unlikely'
  • 21 said 'don't know'

What patients said in November 2016

In November 2016 1023 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 696 said 'extremely likely'
  • 241 said 'likely'
  • 54 said 'neither likely nor unlikely'
  • 8 said 'unlikely'
  • 25 said 'extremely unlikely'
  • 18 said 'don't know'

What patients said in December 2016

In December 2016 877 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 604 said 'extremely likely'
  • 188 said 'likely'
  • 30 said 'neither likely nor unlikely'
  • 9 said 'unlikely'
  • 23 said 'extremely unlikely'
  • 13 said 'don't know'

What patients said in 2015

What patients said in January 2015

In January 2015 517 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 329 said 'extremely likely'
  • 141 said 'likely'
  • 15 said 'neither likely nor unlikely'
  • 4 said 'unlikely'
  • 14 said 'extremely unlikely'
  • 14 said 'don't know'

What people said in February 2015

In February 2015 562 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 372 said 'extremely likely'
  • 146 said 'likely'
  • 13 said 'neither likely nor unlikely'
  • 12 said 'unlikely'
  • 8 said 'extremely unlikely'
  • 11 said 'don't know'

What people said in March 2015

In March 2015 387 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 229 said 'extremely likely'
  • 124 said 'likely'
  • 15 said 'neither likely nor unlikely'
  • 6 said 'unlikely'
  • 5 said 'extremely unlikely'
  • 3 said 'don't know'

What patients said in April 2015

In April 2015 205 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 112 said 'extremely likely'
  • 41 said 'likely'
  • 10 said 'neither likely nor unlikely'
  • 3 said 'unlikely'
  • 9 said 'extremely unlikely'
  • 30 said 'don't know'

What patients said in May 2015

In May 2015 316 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 204 said 'extremely likely'
  • 77 said 'likely'
  • 11 said 'neither likely nor unlikely'
  • 10 said 'unlikely'
  • 7 said 'extremely unlikely'
  • 7 said 'don't know'

What patients said in June 2015

In June 2015 546 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 366 said 'extremely likely'
  • 120 said 'likely'
  • 13 said 'neither likely nor unlikely'
  • 9 said 'unlikely'
  • 16 said 'extremely unlikely'
  • 22 said 'don't know'

What patients said in July 2015

In July 2015 488 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 333 said 'extremely likely'
  • 117 said 'likely'
  • 29 said 'neither likely nor unlikely'
  • 2 said 'unlikely'
  • 2 said 'extremely unlikely'
  • 5 said 'don't know'

What patients said in August 2015

In August 2015 298 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 214 said 'extremely likely'
  • 57 said 'likely'
  • 12 said 'neither likely nor unlikely'
  • 6 said 'unlikely'
  • 6 said 'extremely unlikely'
  • 3 said 'don't know'

What patients said in September 2015

In September 2015 365 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 241 said 'extremely likely'
  • 85 said 'likely'
  • 22 said 'neither likely nor unlikely'
  • 6 said 'unlikely'
  • 3 said 'extremely unlikely'
  • 8 said 'don't know'

What patients said in October 2015

In October 2015 353 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 230 said 'extremely likely'
  • 81 said 'likely'
  • 25 said 'neither likely nor unlikely'
  • 4 said 'unlikely'
  • 4 said 'extremely unlikely'
  • 9 said 'don't know'

What patients said in November 2015

In November 2015 334 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 219 said 'extremely likely'
  • 75 said 'likely'
  • 25 said 'neither likely nor unlikely'
  • 6 said 'unlikely'
  • 4 said 'extremely unlikely'
  • 5 said 'don't know'

What patients said in December 2015

In December 2015 488 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 333 said 'extremely likely'
  • 117 said 'likely'
  • 29 said 'neither likely nor unlikely'
  • 2 said 'unlikely'
  • 2 said 'extremely unlikely'
  • 5 said 'don't know'