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- Feedback, compliments and complaints
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- Patient Feedback and Complaints Service
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- Quarterly themed analysis
- What patients said in feedback and what we did
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- Patients’ first impressions of our services are crucial. Patients report dissatisfaction when information about reception, or lack of, is not clear in their appointment letter or on the day of their appointment
- Where reception staff are warm, welcoming and helpful it puts patients at ease and they report much higher levels of satisfaction
- Where reception staff appear preoccupied with other members of staff or looking at computer/telephone screens it leaves patients feeling unimportant and more anxious about what is sometimes an already difficult appointment
- Patients are increasingly asking us to look at their health needs as a whole and to provide them with ‘joined up’ services where their GP works with the hospital and the Community Care services.
- Where this works well patients feel valued, informed, and involved in their care
- This is also relevant for our paediatric services working better with schools and local authorities
- Patients report high levels of satisfaction with their care when family members/carers are involved.
- Carers value the opportunity to feed back on the care their family/friends are receiving
- A considerable number of comments received across Mental Health Services relate to clinicians and health staffs ability to ‘Listen’ to patients/carers
- Patients report the highest levels of satisfaction when they have felt listened to. They feel valued, they feel that their concerns and anxieties are taken seriously, they feel heard and understood, they don’t feel alone and they don’t feel judged. It supports their recovery.
- When patients don’t feel listened to they don’t feel involved in their treatment, they feel judged and they disengage from the recovery process.
- The relationship the patient has with their keyworker is key factor in their level of satisfaction with the service.
- Where is it is working well patients feel supported and involved in their care
- Where patients report low satisfaction their key worker is changed frequently and there are not enough of them to support the patients’ needs
- Across Mental Health services patients report having had to wait too long both for first appointments and in between appointments. This particularly affects patients who feel they are in crisis or need emergency treatment.
Quarterly themed analysis
Each quarter, we produce a report on the key themes from the Friends and Family test survey responses. This quarter, we received over 3400 surveys containing over 5000 comments.
Over 2000 comments were received from Community Patients.
Summary of Key themes
‘Reception is the face of every organisation’ (Sexual Health October 16)
‘The only way that it could be improved, is part of a Holistic approach for us with multiple health problems’ (Podiatry December 16)
The staff made me and my family feel extremely comfortable and relaxed (Health Visiting Nov 16)
Over 3000 comments were received from Mental Health Patients
Summary of Key themes
‘Service is run very well, I feel my therapist listens to me and helps me to believe that recovery is possible’ (Eating Disorder Service Dec 16)
‘My keyworker gave me help and support, without that I would have been dead’ (Barnet Recovery Service Oct 16)
‘If only the government would give extra funding so that waiting times are not so long’ (CAMHS Oct 16)