"Patient Feedback Challenge - CAMHS Harper Villa & DMH Involvement Centre"

About: Nottinghamshire Healthcare NHS Foundation Trust / Child and Adolescent Mental Health Services – Community(County)

(as a staff member posting for a patient/service user),

Service Users - Carers and Members from the DMH Involvement Centre went along to Harper Villa to talk to people about their experience when in the Reception Waiting Area.

Some of the comments made:

Notices on the walls are sometimes out of date.

Very happy with the CAMHS Services.

Would like the glass reception area to be more open, to enable a confidential conversation to be private.

A parents comment:

They had been bringing their son for 4 - 4 weeks and were generally impressed by the layout of the reception area and room. They felt it was bright and welcoming and the staff were helpful

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Response from Amy Gaskin-Williams, Service User and Carer Involvement and Experience Manager, Involvement Team, Nottinghamshire Healthcare NHS Trust

picture of Amy Gaskin-Williams

Hi Salyz8,

Thanks so much for sharing these comments on behalf of the service users, carers and parents you spoke to at Harper Villa CAMHS unit.

I know that you are sharing the comments with staff at Harper Villa, which is great. Thank you so much for being the conduit for these views, it's great that as part of the Patient Feedback Challenge you are helping the service to capture feedback by having a presence in the waiting room. People have always said that they find it easier to talk to volunteers or neutral members of staff than they do to service staff directly, so this your work will be a great help to CAMHS.

It sounds like people are generally happy with the waiting area and the service, and feel welcome and comfortable. It's a shame that the notices are sometimes out of date. As trivial as it may seem, it can be quite time consuming to constantly update a notice board but I hope they will take on board this comment and try to refresh the board as often as possible.

Confidentiality is always difficult to maintain in a waiting room - lots of services have this problem, especially small doctors surgeries. This can be aided by the environment of course, but is also about the staff being mindful that people may be uncomfortable about sharing personal information within earshot of others. I'm sure there is more they can do to ensure people have privacy, and I am sure they will listen to this comment.

Thanks again, keep up the great work with Harper Villa - and please pass on the Trust's thanks to the volunteers involved.


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