Patient experience

We love getting your feedback

When you tell us about our services, we like to share it with others. This is so we can learn from our patient's experiences. We want to know what is working well, and what may need improving. We do not identify people who give feedback. We changed names to protect their identity and always ask permission to share their stories. By telling your stories and giving your views you are helping us to achieve our goal of outstanding services. Thank you.

Some of the ways we find out about and use patients' experience of our services are:

Friends and family test

Would you recommend our services to friends or family? We ask patients to complete a questionnaire and rate our service from 'very poor' to 'very good'. Your feedback helps us improve services.

 

Your stories

We use patient stories across HCT. They are told to our Board and Directors on a regular basis. They are also used by our staff to check how patients are accessing and responding to our services. Patients have given permission for us to share their stories. Below are some of our patient's stories.

You said we did

Providing outstanding services is our priority and we need your help to do that. We know completing surveys can be a low priority when you have been unwell. However, it really does help us to make things better for everyone. You can see some examples below of what we did after you gave us feedback on our services.

Put us to the the test

The Friends and Family Test (FFT) helps us understand how happy you are with our services. It's a quick and anonymous questionnaire used across the NHS. You will be asked:

"Overall, how was your experience of our service?" 

You can rank your answer from "very good" to "very poor". You can add comments to explain your score. This is important as to make changes we need to know exactly what is or is not working

Who takes the test

Whenever you receive care or treatment from the NHS you may be asked to complete this questionnaire. You may be given a form to complete, but it can also sent by text or email.  A friend or family member can answer the question if you're unable to. You do not need to answer. But if you do your feedback give us valuable information to make improvements.

I was not offered the friends and family test

If you feel that you should have been given the opportunity to respond, but did not receive the questionnaire, speak to a member of staff first.

If you wish to give feedback contact our Patient Experience Team hct.patientexperience@nhs.net

 

 

 

 

 

 

 

 

 

 

For more information about the Friends and Family Test watch the short video above.

 

You said, we did

 

 

You said:

Information about what is available for carers would have been useful.

We did:

We provided information for carers on the our website.

 

 

You said:

It was difficult to plan the day when you did not know when the carers would be coming.

We did:

We shared this feedback with the organisation responsible for the home carers.

 

You said:

Communication needs to improve between everyone involved including carers.

We did:

We undertook a survey which asked patients if they were asked how they would like information shared with carer and family members. This highlighted the need for this to be discussed with patients and recorded. This has been shared with all staff and the survey will be repeated to measure improvement.

 

You said:

The feedback form was left in the notes, no one asked for it and there was not a return address.

We did:

We asked all staff to implement a system to ask patients who they are visiting at home, for feedback once a month.

 

Communication - Children's specialist services

You said:

A complaint was raised by a family about the lack of clarity in a letter advising of a declined referral will lead to changes in the content and wording of letters sent to parents and carers to ensure clarity and offers of local support available.

We did:

This review will be carried out with the involvement of patient ambassadors and the family concerned has been invited to be part of this review.

 

Clinical treatment - Adult community nursing services

You said:

A complaint was raised about the timeliness of care.

We did:

This led to a review of the patient care plan and an increase in nurse visits to ensure appropriate clinical treatment was provided.

 

Communication - Adult specialist services

You said:

A complaint was raised about the delay of a repeat prescription.

We did:

A flag was added to the patient record to highlight additional needs – clinic review letters are now also shared with the family to ensure they are better informed.

 

Standards of care - Children's therapies

You said: 

Concerns were raised by a family about the standard of care provided.

We did:

This has led to a review of equipment guidance to ensure that up to date measurements are taken and correctly sized equipment is ordered.

 

Communication/standards of care - Children and young people's specialist services

You said:

A complaint was raised by a family regarding the standard of communication and the impact on care.

We did

The service has put in place arrangements to contact the family via text message to advise of any issues with future appointments.

 

Communication - Children and young people's specialist services

You said:

A complaint was raised by a family about the standard of communication following an assessment.

We did:

The service will ensure they summarise and clarify their understanding of the current concerns at the end of assessment appointments, alongside checking with families to determine if a further discussion after the appointment is needed.

You said, we did - Hospital at Home

 

Lived Experience Advisory Panel (LEAP)

Following our first LEAP meeting, we took some actions based on your feedback.  We continously review all feedback received to ensure the service meets the needs of patients, and monitor the impact of improvements made.

 

You said:

You would like more help in being able to use the remote monitoring equipment

We did:

The Doccla Remote Monitoring patient information leaflet has been updated.  A number of ‘Explainer Videos’ have been produced to show patients how to use the equipment.

 

You said:

Could the remote monitoring equipment be demonstrated at the pre-assessment stage so the patient is aware of what to expect

We did:

A process is currently being worked up to ensure all elective surgical patients are introduced to Hospital at Home (HAH) and remote monitoring at an early pre-assessment stage, with supporting resources to include signposting to HAH website and video content.

 

You said:

You would like a question on pain relief

We did:

A pain relief question has been added to all relevant Doccla patient questionnaires.

 

You said:

It felt like a ‘cliff edge’ at the end of your treatment and the hand back to your GP.

We did:

Review of discharge process to identify improvements for a smooth handover with primary care

 

You said:

The amount of information received was overwhelming.

We did:

Ongoing reviews of the information the patient receives to ensure it is kept to a minimum and the format is as simple as possible.

 

You said:

There were difficulties with the provision of your equipment.

We did:

This has been fed back and the service asked to review the process of how equipment is issued to enable the correct amount of equipment is provided prior to discharge.

 

Feedback requested

Doccla have recorded a number of patient videos that will form part of the updated patient information pack we are looking to provide and we would welcome your feedback on these. They can be viewed by clicking on the title of each video below.  Please send any feedback to judith.cannon@nhs.net

• Peak Flow Meter
• Oral Thermometer
• Blood Pressure Monitor
• Kardia ECG Monitor

Care at home 'she talked to Mum and found out what she needed'

Good experience: care at home from the Integrated Community Team

The Occupational Therapist Megan was really, really good. She talked to Mum and found out what her needs were.

Equipment such as walking frame, toilet seat frame and bath seat were provided.

Prior to this Mum was not safe, she was hanging onto furniture and having falls.

The Therapists did what they said they would do and no chasing up was required.

The Physiotherapist and Occupational Therapist looked at Mum as a whole person.

Could talk to Therapists about health concerns that were significant but did not warrant a trip to GP.

Contact numbers left.

The Therapists visited at home following discharge from the rehabilitation ward. This was a fantastic service enabling continued work towards achieving independence goals.

Needs improvement 1: carers at home (not HCT service)

Really difficult to find home carers despite being provided with information about different agencies.

Carers constantly changing, no consistency.

Expected times of visits too long a time frame of 2 to 3 hours. We felt like prisoners in our home. I could not pop out when they were coming four times a day as no one would have been there to let the carers in. Bedtime could be as early as 6pm.

Needs improvement 2: information and communication

It would have been good to know about things like day groups that Mum could go to as she is in the house on her own when I am at work. I don’t have time to explore the options as either at work or meeting Mum's care needs.

Information about what is available to Carers would have been useful. I found out about Dial a ride from a noticeboard at the supermarket.

When Mum needed a blood test she was too unwell to go out and was told by GP practice that it could not be done at home.

When a lot of services are involved it is difficult to know who provides what. A summary leaflet would have been useful.

Improved communication with Carer from the District Nurse and other services involved. The District Nurse goes in to change Mum’s bandages for her ulcer but I do not know when they have been in or whether it is getting better.

A feedback form was in notes at home and it was discovered by chance. The envelope to return it did not have full return address on it, just service name.

What carers should expect

You should expect to be valued and supported in you caring role. 

The Care Act 2014 legally entitles all adult carers to a Carer Assessment. This is regardless of the level of support you are providing someone.

 

 

Caring for someone covers lots of different things, such as:

• Helping with washing, dressing, and feeding
• Ensuring medication is being taken correctly
• Checking to ensure someone is okay
• Taking someone to regular appointments
• Being a companion when they are anxious or lonely

Carer assessments

Carer Assessments are carried out by the local authority where the person you care for lives. You can have a Carer Assessment even if the person you care for does not get any formal help from their local authority. You do not need permission form the person you care for to request a Carer Assessment. You are entitled to a Carer Assessment in your own right.

The Carer Assessment looks at how caring affects your life. It helps you work out how you can carry on doing the things that are important to you and your family. It looks at your physical, mental and emotional wellbeing. Your assessment should cover:

• Your caring role and how it affects your life and wellbeing
• Your health – physical, mental and emotional issues
• Your feelings and choices about caring
• How your caring role affects your work, study, training and leisure
• Relationships, social activities and your goals
• Housing
• Planning for emergencies, such as a backup plan

The aim of the assessment is to help you get the support you need. It is best to give
your honest opinion about your caring role, the care you provide and your feelings about being a carer. As a result of an assessment you may be eligible for support from your local authority. They will be able to offer advice and guidance to help you with your caring responsibilities.

You may wish to request a review of your Carer Assessment if your caring responsibilities change. Carer Assesments in Hertfordshire are done by the County Council.

Go to Carer Assessment at Hertfordshire County Council 

Caring from a distance

Caring can be more difficult if you do not live with or near to the person you care for, or if it takes you a long time to get to their home. In these situations it is important to plan ahead and consider any potential issues.

Get caring from a distance fact sheet

Benefits

Understanding benefits that you and the person you care for may be entitled to can be a confusing and long process but it is worth checking. Age UK, Citizens Advice or the Money Advice Unit at your local authority can help, and they may also help with completing the application forms on your behalf.

Caring and working

It can be very challenging if you are trying to combine work with caring. The Work and
Families Act 2006 gives carers the right to request flexible working. This can take the form of flexible working arrangements: changing shifts to suit caring commitments; compressed hours (working agreed hours over fewer days or shifts); job shares or working from home.

You can make one request for flexible working per year. Although, the company you work for is legally obliged to consider your application, they do not have to agree with your proposals. If you wish to make more than one request in a year, you can still approach your employer to discuss flexible working arrangements. The charity Carers UK provide unpaid carers with expert information, advice and support. - including information about caring and working. 

Go to Carers UK website