What you said and what we did

Doctor on ward

Your feedback is important to us and helps us make our services even better for patients and staff.

Here we share just a few examples of how your feedback has had a direct impact on life in our hospitals:

 

You said Following a complaint from the relatives of a patient about having to take home soiled clothing in a standard plastic bag
We did We have introduced new 'Dissolvo bags'.  These bags can be placed directly into the washing machine, therefore reducing any infection risks associated with removing soiled clothes from unwashable bags.

 

Carers Gloucestershire Carers Support
 

This year we have been working closely with Carers Gloucestershire who are now on our hospital sites to provide face-to-face expert advice and support to carers

The Hospital Support Officer from Carers Gloucestershire visits wards:  6b, 8a, 4b, 9b, Ryeworth and Woodmancote.   If you are a carer and wish to talk to the support officer, please ask a member of the nursing staff who will put you in touch or telephone Gloucestershire Carers Line on 0300 111 9000. 

 

Carers Badge and Parking Information about exemptions
 

This year we have re-launched our Carer's Badge, making it easier for carers to access support, such as free parking and discounted meals, while visiting patients in our hospitals.

Please ask the ward for further information

  

You said Visitors are smoking on hospital grounds which is against the Trust policy
We did We generated news coverage in the local media to help raise awareness of the issues faced by patients, visitors and staff when visitors smoke on our hospital sites

 

You said

Thanks to your feedback you said there should be more staff training on importance of liaising with carers

We did We are using carer feedback as part of our staff training

Compliments and Thanks

This year we have received 7,010 compliments and each of these is passed on to the departments concerned.

Between January and March we have received 28 comments,concerns and compliments from the Share your Views  -  'How are we doing' page on the Trust Internet.  All feedback from comments, concerns or compliments are shared with the relevant department manager so they can act on them where appropriate.

Complaints

We place great value in knowing and understanding the experiences of our patients and their carers and relatives.  It is those experiences that continue to help us plan and deliver high quality healthcare.

In 2012/13 we received and responded to a total of 743 complaints which is 0.7% of all Trust activity.  The main themes for these complaints were concerning information and communication and discharge.  Around 4,000 patients, carers, public and staff make use of our Patient Advice and Liaison Service each year.

Real Time Patient Feedback Survey 

A real time program has continued across the Trust.  During April 2013 to September 2013, 1651 were surveyed.  A minimum of 20 patients from each ward within a division is surveyed every month by a team of trained volunteers. 

What you said, what we did

Local Patient Surveys

Between 1st April and 30 September, the  local survey programme consisted of 14 surveys in various stages of completion.  All local surveys are approved by the relevant Divisional leads and the responsibility of ensuring that the action plans are completed lie with the divisions.

Oral and Maxillofacial Surgery 

You said: There was a delay in receiving the results letter

We did: There delay is due to receiving the pathology reports and we now inform the patient verbally of any likely delay.

You said: The results are not explained in as clear English/language as possible.

We said: Lead consultant who dictates the letters has taken the comments on board.