"Local Resolution Meeting - Patient Experience"

About: North Devon District Hospital / General medicine North Devon District Hospital / Ophthalmology

(as the patient),

Following an concern I had at NDDH, a Local Resolution meeting was arranged by the PALS office with several senior members of the Hospital, including the Director for Medicine.

I must compliment the trust on this, as this was a very positive experience, and fully reinstated my confidence in the trust with regads to listening to patients, and the trusts desire to move forward and provide a better service.

I felt, following this meeting that the action points that have arisen, and the intense manner in which the director, consultant & PALS manager listened and responded demonstrated a seriousness to which they take patient concerns. This is a big step forward, and has brought back my confidence in the trust and I look forward to working with them in the future to further improve the patient confidence in NDDH.

I must thank all those involved.

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Responses

Response from Jayne Kruszewski, Customer Relations Manager, Northern Devon Healthcare NHS Trust

Dear Patient

Thank you for taking the time to let us have your feedback, following the recent meeting arranged to discuss and resolve your concerns.

I am really pleased to note that you found the meeting such a positive experience, and that you felt the Trust listened to, and acted upon your concerns, which has ultimately resulted in restoring your confidence as a patient.

The Trust is fully committed to continually striving to improve patient services and we have found that when patients/relatives attend these type of meetings, with the staff involved in their care to discuss their concerns, it gives everyone a chance to meet face to face, which not only improves the patients experience as they are listened to, but can also be an opportunity for staff to learn from the patient and make improvements to services where necessary and possible.

We have also received very positive feedback, from other patients and relatives who have attended these resolution meetings, and the Trust will continue to offer them wherever possible, as they are proving to be an excellent way of resolving patients concerns and complaints.

Finally, I would like to thank you for attending the meeting, as the prospect of attending this type of meeting can often seem daunting to patients and relatives, and your positive experience will hopefully reassure others. I have also shared your comments with the Consultant and Medical Director who attended the meeting, where I know they will be warmly received.

Kind regards

Jayne

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