Participation Feedback January to August 2015
Comments Cards Number of responses Jan-15
Feb-15
Mar-15
Apr-15
May-15
Jun-15
Jul 15
Aug 15
Day Patient
0
1
0
1
0
1
0
0
Inpatient
0
6
5
1
5
2
5
3
Outpatient
0
0
0
1
0
0
0
0
Known to Inpatient and Day Services Family, carer or visitor
x
2
0
0
0
0
0
0
4
4
5
1
7
3
5
12
Staff / Volunteer
x
1
1
1
2
6
0
2
Not known
0
0
3
1
1
0
2
4
Total
4
14*
14
6
15
12
12
21
*Comments cards do not require to be completed fully
Page 1 of 10
Question 1
Do you feel welcome every time when you come in to the hospice? Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0
2
4
Never
6
Sometimes
8
Most of the time
10
12
Always
Question 2
Do you find the information provided to you about the hospice services and facilities helpful? Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0
2
4 Always
6 Most of the time
8 Sometimes
10
12
14
Never
Page 2 of 10
Question 3
Have you been cared for with dignity and respect?
Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0
2 Always
4
6
Most of the time
8
10
Sometimes
12
14
Never
Question 4
Do we involve you as much as you would like in decisions about your care? Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0
2
4 Always
6 Most of the time
8
10 Sometimes
12
14
Never
Page 3 of 10
Question 5
Have we been able to support you in managing your symptoms? Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0
1
2 Always
3
4
Most of the time
5
Sometimes
6
7
Never
Question 6
Do you feel you have had opportunities to discuss wishes, hopes and fears for the future? Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0
2
4 Always
6 Most of the time
8
10
Sometimes
12
14
Never
Page 4 of 10
Question 7
Do we provide enough support for family members and friends who care for you? Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0
2 Always
4
6
Most of the Time
8
10 Sometimes
12
14
Never
Question 8
Do you think the hospice maintains a clean environment? Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0
2 Always
4
6
Most of the Time
8
10
12
Sometimes
Never
14
Page 5 of 10
Question 9
Do you think the food and drink provided is of good quality? Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0
2
4
6
Always
8
Most of the time
10
Sometimes
12
14
Never
Question 10
Were you able to get a drink or a snack of your choice when you wanted? Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0
2
Always
4
Most of the time
6
Sometimes
8
10
12
14
Never
Page 6 of 10
Do you have any comments you wish to make about the quality of staff who work in the Hospice? Date Aug ‘15
Comment from: An inpatient
Family member Family member
Volunteer Family member Family member Family member Family member
Feedback: You said I cannot express how grateful I am to everyone and I mean every member of staff for their kindness and understanding at a confusing time for me. All staff I have encountered have been amazing. They are so caring and go out of their way to be helpful. The staff are dedicated and very sensitive of me, my sister and my mother, who is an inpatient at present.
Reception staff very welcoming and friendly. Exceptional staff – friendly caring and very professional. Outstanding, wonderful people! Everyone has been lovely to (name) and our family. We are told at all times what has been done or going to be done for him. Thank you all. Number 13 room, my partner thought was an omen.
Action: We Did
We were delighted to receive such positive feedback regarding our staff. Thank you for taking the time to share your experience with us.
Unfortunately we were unable to explore this further with the person who provided the feedback. Our team would be happy to discuss any specific anxieties or concerns for individual patients and find appropriate solutions.
Do you have any comments you wish to make about the quality of leadership and management of the Hospice? Date Aug ‘15
Comment from: An inpatient
Feedback: You said The care I have received can only come from the excellent leadership and management of the hospice.
Action: We Did We were delighted to receive such positive feedback regarding our staff. Thank you for taking the time to share your experience with us. Page 7 of 10
An inpatient
Sadly lacking Christian ethos on which Hospice was founded – staff frightened to mention Jesus Christ for fear of being disciplined. If patients want staff to pray with them or for them and staff are Christian and willing to help they should be allowed to do so without fear of recrimination.
Family member
Clearly committed.
Family member
Management is excellent and it shows with the care the staff gives.
Unfortunately we were unable to respond to this anonymous feedback. There are no restrictions regarding praying with patients if they wish to do so and feel this is important for patient care. We also have a chaplain and team of chaplaincy volunteers who are available to provide regular spiritual support and all patients and families can access this service if wished. Thank you for such positive feedback – very much appreciated.
Any further comments: Date Aug ‘15
Comment from: Member of Staff Unknown
Member of Staff
Feedback: You said Is it possible for the toilets outside the 3 bedded rooms to have ‘patients use only’ on them. More vegetarian options for supper. If you don’t want a baked potato or omelette, the only option is sandwiches. It would be good to have a veggie meal.
Action: We Did Sign on order and will be fitted very soon.
I am aware of the Smoking Policy at the moment regarding taking patients out for a cigarette. I myself don’t feel comfortable at doing this.
Met with staff member to discuss concerns and reassured the appropriate action to be taken in this situation. We discussed the importance of patient choice and our responsibilities to respect
Our chefs are always happy to discuss individual preferences and to offer a choice at meal times. Please do not hesitate to ask to meet with our chef if you would like to.
Page 8 of 10
Family member
Unknown
No improvements needed! You have helped my grandad enjoy life again! He really enjoyed being allowed to bring in his whisky, he says it feels just like home here! The food my mother has been offered is not always suitable to he needs (she is gluten-free). Please sell ‘The National’ in the café. Only 50p.
In patient
Food better than average but not hot, always tepid, menu boring.
In patient
Food great, no shelf in shower for soap.
Family member
My Mum was a patient twice at the hospice and both times we were very impressed with the staff but in particular the auxiliary nurse, Lewis. He was fantastic with Mum when she first came in and he was great with us when Mum was at the end of her life and unable to communicate with anyone. Lewis knew when to speak to you and when to smile or nod, he is great at reading situations – a skill not everyone possesses. I think it’s important to speak up for excellent staff, and from our experience Lewis was that. We didn’t have a chance to thank Lewis but we hope that by leaving this positive feedback he will know that we think he’s doing a great job! As are many of your staff – unfortunately we can’t remember everyone’s names!
Family member
individual care choices even if we may not agree with them. We are delighted to hear you rated our team so highly. Thank you for the feedback. Our chefs met with this lady and resolved her concerns. Thank you for your suggestion. We will continually monitor feedback regarding our café and consider options for extending our stock based on level of demand. We have noted this request for future consideration. Chef visited patient regarding menu and food quality. New process for serving implemented to resolve temperature concerns. Shelf was installed in shower room for patient’s use. Thank you for this feedback. Delighted to read such positive feedback regarding our team.
Page 9 of 10
Family member
Family member
I just wanted to thank you for taking such great care of my father (name), who is currently staying with you. My mum and sisters are absolutely thrilled with the quality of care he is receiving, they say he couldn’t be in a better place and it is a great comfort to them at this end stage of his life. Thank you for also looking after my mother who has been staying overnight. Unfortunately I cannot come to visit him as I live in America, with a young family, but have been able to face time with him and see him before he went downhill. My husband has been in the hospice a week and has had the best of attention from doctors, nurses and trolley ladies. When I enter my feeling is silence and soulless. I find it the same in the ward.
Family member
The layout of the seating outside the café makes it difficult to sit beside someone who is in a wheelchair. Instead of the benches single movable seats would make the space more flexible.
Family member
The smoking allowed in the paved area outside rooms 9 and 10 is quite unpleasant. We’ve had to keep windows and doors shut to keep the smoke out, which isn’t ideal in this good weather. (name) is very disappointed that the tv is out of order by his bed space – steward aware – engineers have been in report – No solution.
Family member
Thanked individual by letter for their kind words and feedback given to staff on the ward.
Thanked by letter for feedback, due to annual leave and husband’s discharge the CSD was unable to meet in person to discuss the feedback. Informed of interior design project to create a more warm & welcoming environment throughout the hospice and to create spaces for patients, families and children to spend time together. Our aim is that project will result in a more homely feel throughout the hospice and the social spaces will provide the opportunity similar to the Iona café where people can be together and enjoy each other’s company. We will consider this suggestion regarding wheelchair accessibility during a planned review of this area. Thank you for bringing it to our attention Patient offered an alternative room however chose to stay at present. TV has now been repaired.
Page 10 of 10