We welcome and encourage feedback from all service users, patients, carers and their families. Listening and acting upon what we are told is an essential part of providing safe, high quality, effective, patient-centred care.
All the feedback we receive, including the mandated friends and family questions, expressions of satisfaction, local and national survey responses, concerns and complaints, provide essential information about the services we provide. Feedback helps to identify areas which are working well and areas which require a change or need for improvements.
You said, we did
Some examples that illustrate our responsiveness to feedback:
- Following feedback received, the Mental Health Urgent Assessment Centre now has clear signage explaining how attendees can access cold drinks, in addition to the hot drinks already offered.
- Content in a therapy group for children and young people was reviewed to make it more interactive following feedback from young people.
- Carers expressed that they would like to have quiet spaces on our older adult wards to be with their family. As a result, the team are creating smaller lounges on the ward which will provide a quieter space, away from the communal area.
- Feedback indicated people wanted an easier way to contact the Patient Experience Team to raise complaints or give feedback. An online form has now been developed for on the Trust website.
Feedback summary
- Friends and family test: 92% of people would rate their experience as good or very good (based on 7,000 completed surveys).
- Carers feedback: 85% of carers reported a very good or good experience (based on 163 carer surveys).
- 180 complaints. The top 3 themes were communications, values and behaviours, and access to services. This is the same as the previous 3 years.
- 5,800 compliments (received from patients, carers, family and other professionals).
- Patient advice and liaison: 128 queries or concerns that were resolved within 3 days. 6 were escalated to formal complaints.
- 2,148 local surveys completed. The top 3 themes were communication, values and behaviours, and access to services. Annual community mental health survey (21% of 1,250 sample
responded). - 140 other comments received via Care Opinions, NHS Choices and Healthwatch Lincolnshire.
