Why what you say is important to us

 

Category: Palliative Care; Rowcroft Hospice;

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Why what you say is important to us

15 January 2016 Posted by Editor

By Gill Horne, Director of Patient Care, and Jane Biggs, Quality and Service Development Manager

We proactively seek the views of patients and their families to find out what they think about the care and treatment we provide. Their views are an important indicator to us of the quality of our care, helping us to know where we are doing well, and where we could do better.

We use different methods to invite patients’ and families’ views. These include asking patients about their satisfaction with our care and inviting them and their families to complete questionnaires and iwantgreatcare surveys. We also regularly review Rowcroft’s Facebook and Twitter comments, which provide honest and insightful thoughts and opinions about our services.

IWantGreatCare
IWantGreatCare is an independent company that receives patients and families completed survey cards, processes these and provides us with a monthly report on the feedback received. They also have a website where patients and families can leave feedback anonymously online at: www.iwantgreatcare.org/trusts/rowcroft-hospice and review comments made by other patients at www.iwantgreatcare.org/hospitals/rowcroft-hospice.  

Recent feedback
Over the last few months we have received the following comments through Iwantgreatcare, an indication that are services are highly valued by our patients and their family members:

“I was looked after extremely well and I can find no fault with anything. From the cleaners to the top doctors they are all wonderful, caring people.”
From a patient who stayed on our Inpatient Unit

“It is helping me adjust to life which is more restricted and to achieve as much as possible.” 
A patient who receives care from our Community team

“I found the staff very pleasant and friendly and everything is explained so I understand what is going on.”
A chronic oedema patient

“The standard of nursing throughout my stay was excellent and this was transmitted into the interest taken by the other members of staff. The food was well-prepared and presented. Additional services such as, massage, therapy, music therapy were encouraged to be both continued and used.” 
From a patient who stayed on our Inpatient Unit

“Cannot speak highly enough of the support, care and feelings of being nurtured that have been made available to me since my sister was diagnosed with terminal cancer. I will forever be grateful” 
The family member of a patient 

What do we do with the feedback?
All feedback is considered by the service manager and shared with the relevant teams. If immediate actions are needed these are dealt with in the moment. Feedback reports are shared at our monthly quality and patient safety meetings, along with action plans developed by the team where improvements, if any, are required. Our Board of Trustees and the NHS commissioners who make a contribution to our service provision also review our organisational report on a quarterly basis.

The action plans address both positive and negative feedback.  Positive feedback affirms good practice and is shared with teams to ensure that they continue to do what our patients and carers appreciate. A common theme in the feedback to the Chronic Oedema team is that their patients really appreciate the time taken to discuss the management of their condition and to listen to concerns. On a less positive note, a small number of patients highlighted the difficulty in getting hold of their nurse between appointments. This has resulted in a new system of telephone appointments, where a time slot for a call back is offered.  Sometimes only very simple measures are required, such as the provision of a fan in a consulting room that patients had identified as being uncomfortable in the heat of the summer.

RUAG
We also receive views of users of our services via the Rowcroft User Advisory Group, a group of patients and families who have received care at Rowcroft. The group is independently facilitated and listens to the views of patients and the public in their communities to feed back into Rowcroft’s development plans. 

If you’d like to have your say on care you or your loved one has received at Rowcroft Hospice, you can contact ruag@rowcroft-hospice.org.uk.

Tags: views of patients, treatment we provide, quality of our care, families' views, i want great care, Community Team

Comments

  • 4 weeks ago, my father David Ottewell, passed away peacefully in my arms, aged 89, at his home. 48 hours before Dad died, the amazing, wonderful Hospice at Home Team / Angels arrived to help us through this sad time. I have a great deal of experience in bereavement counselling and working with end of life children - but I was out of my depth, even with the wonderful support of my family. Dad was a true gentleman. His wife, my Mum died in February this year. He had tried to embrace life with out her -but he , aged 89, was ready to pass. He had cancer and spent over 3 weeks in Torbay hospital -but wanted to come home to die. I got him home on the Saturday, however, by Monday, he was fading and I was struggling to cope. Then- long came the Hospice at Home Team. OMG -they were amazing. I spent Dad's final hours being his daughter and not his carer. They talked me through the different stages of dying as Dad entered them. They were with us at the very peaceful, loving death.
    I used to be scared of death -but not anymore. I feel privileged to have been with my Dad to the end -BUT I could not have done it without this amazing team. A million thanks to you all, Jan xxxxxxxxxxxxxxxxxxxxxxxx

    by Jan Wickens on 21st December 2016 | 22:33pm (reply)

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