"Service User Carer Experience Survey at B2 Bassettlaw Hospital"

About: Bassetlaw Hospital Nottinghamshire Healthcare NHS Foundation Trust / Adult mental health (inpatient)

(as a staff member),

On ward B2 at Bassetlaw hospital we value regular feedback from patients and carers.

This is gained via a weekly community meeting where all the patients are encouraged to attend and participate.

The meeting is minuted and a copy forwarded to myself as ward manager, the service manager, junior matron and modern matron and is placed on the patient notice board.

On discharge from the ward the patient is given an evaluation questionnaire that is posted to the Nottingham involvement centre via freepost at the patient’s leisure. The evaluation returns are reported on and an action plan is formulated to address areas for improvement.

In addition to the above the ward also completes separate satisfaction surveys at 6 monthly intervals, the last being November 2010, The Service User Satisfaction Schedule and EssenCES© were used on this occasion with excellent patient satisfaction results being gained.

Ward B2 is grateful for the time patients and carers take to provide us with their views and we want to share the changes that happen as a result of asking for feedback.

‘You’ve said…. We’ve done….’.

23/09/11 We would like more availability of relaxation techniques – Staff have been trained in Indian head massage and other holistic therapies. Relaxation groups held on the ward.

11/11/10 A member of bank were being rude – This was raised in staff meetings and complaints were made standing agenda in community meetings

18/11/10 The shower floor is slippy – A shower chair was ordered and is in use

25/11/10 There is too much information on notice boards – The boards were de-cluttered and are routinely checked.

20/01/11 Can I have more information on observation levels? – The ward is currently developing an information leaflet with this information contained

10/03/11 Can we have a social activity on a Saturday morning with newspapers? – Therapeutic activity money arranged and papers bought routinely.

Sharing this posting on Patient Opinion is an effective way of telling people about our work on B2.

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Responses

Response from Julie Grant, Head of Communications, Nottinghamshire Healthcare NHS Trust

Simon

Thank you for taking Patient Opinion so seriously and feeding back in this way. Ward B2 is one of the best responders to patient feedback and it's really impressive what you have managed to do. Well done!

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