Participation Feedback January to September 2015
Comments Cards Number of responses Jan-15
Feb-15
Mar-15
Apr-15
May-15
Jun-15
Jul 15
Aug 15
Sep 15
Day Patient
0
1
0
1
0
1
0
0
0
Inpatient
0
6
5
1
5
2
5
3
4
Outpatient
0
0
0
1
0
0
0
0
0
Known to Inpatient and Day Services Family, carer or visitor
x
2
0
0
0
0
0
0
0
4
4
5
1
7
3
5
12
3
Staff / Volunteer
x
1
1
1
2
6
0
2
4
Not known
0
0
3
1
1
0
2
4
3
Total
4
14
14
6
15
12
12
21
14
*Comments cards do not require to be completed fully
Page 1 of 13
Question 1
Do you feel welcome every time when you come in to the hospice? Sep-15 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
Never
Question 2
Do you find the information provided to you about the hospice services and facilities helpful?
Sep-15 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 13
Question 3
Have you been cared for with dignity and respect?
Sep-15 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? Sep-15 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 13
Question 5
Have we been able to support you in managing your symptoms? Sep-15 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? Sep-15 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 13
Question 7
Do we provide enough support for family members and friends who care for you? Sep-15 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? Sep-15 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 13
Question 9
Do you think the food and drink provided is of good quality? Sep-15 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? Sep-15 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 13
Do you have any comments you wish to make about the quality of staff who work in the Hospice? Date Sept ‘15
Comment from: Inpatient
Feedback: You said Staff are great but I notice they have aches and pains. Do they have access to therapists, docs etc as it’s important to look after them too.
Action: We Did Support for all our staff is very important to us. Thank you for your concerns and suggestions.
Would be good to have volunteers come in and chat to patients to fill We are in the process of recruiting a the gap when family not there. Nurses are very friendly but don’t have team of volunteers to support many enough time to spend with patients. aspects of activities and care in the unit. We hope they will be able to spend time with patients as you suggest and look forward to this exciting new service. Family member
Kitchen staff – please have more non meat/fish based soups and meals. My husband hasn’t eaten eggs since he has been ill and get fed up with baked potato or cheese sandwiches when no meat free option.
Our facilities manager and chefs will review and ensure a choice of vegetarian options is available. Staff will be updated regarding options available.
Inpatient
The staff are very efficient and helpful and kind
Thank you for providing such positive feedback.
Family member
Every member of staff that I have met have been very helpful, informative and respectful.
Family member
As a visitor can’t praise the staff high enough.
Family member
The staff are always very friendly and helpful but they are under pressure due to one patient needing round clock watch due to violence.
We have been experiencing a very busy time on the wards over recent weeks but we continually review and assess our staffing levels to ensure they meet the needs of our patients and families. We welcome this feedback and will continue Page 7 of 13
to support our teams to deliver best possible care. Unknown
They’re great. Would be good to have volunteers available to chat to residents between visits so they have someone there.
We are currently recruiting a team of volunteers and a patient and family support assistant who will spend time with patients and families in ward areas.
Do you have any comments you wish to make about the quality of leadership and management of the Hospice? Date Sept ‘15
Comment from:
Feedback: You said Would have been good to have the garden finished before summer so it could be enjoyed over the summer.
Action: We Did We are in the process of completing many aspects of the interior area and gardens since we are back to our new home. We are very grateful to everyone for their understanding as we ensure we create the right environment based on feedback from patients and families.
Why are the doors to the courtyard always locked?
Courtyard doors are opened in daytime during good weather. Unfortunately this is not possible on windy days to avoid risk of injury with doors slamming closed.
Inpatient
The hospice is very well run
Thank you for providing such positive feedback.
Family member
I make the assumption that the quality of leadership is excellent because of my observations at St Columba’s.
Inpatient
Page 8 of 13
Unknown
Needs to be more activities for inmates as they get very bored and depressed. The day hospice should be accessible to all as it’s the only room in the hospice with uninterrupted views. The Columba’s room has too many trees to get much of a view and if someone is in it no one else wants to invade their space. It would be good to have crafts, games, pottery/clay or films shown in the day hospice daily. Feels like management too busy with refits etc to think about patients.
We are currently recruiting a patient and family support assistant who will as part of their role be responsible for arranging regular activities for patients in their patient unit. We are in the process of an interior design project which includes activity spaces for patients and families in the ward to ensure additional facilities for people to spend time together. We are sorry you feel we are ‘too busy with the refits’ to think about patients. All our services are designed and constantly reviewed in response to feedback to meet the needs of our patients and families and we hope you will agree the new facilities and new post-holder once he/she starts will help deliver a level of service you expect.
Unknown
Changes seem to be slow sometimes. Garden planting would have been better in Spring so ready for Summer. More activities and things to keep patients occupied and relieve boredom.
We are still settling into our new building and our gardens are still establishing. We hope to have more areas completed and flourishing for Spring 2016.
Page 9 of 13
Any further comments: Date Sept ‘15
Comment from: Member of staff
Feedback: You said Please can we have wireless keyboards in the Education Centre teaching rooms to help with working on stuff on-screen
Action: We Did This request from staff member is being taken forward by line manger rather than via feedback process
Inpatient
Would be nice touch to note how patients take their tea/coffee.
Our staff/volunteers keep a record of patient preferences for drinks. I am sorry you didn’t find this to be the case.
Some sort of classes for patients would be good therapy as they can get very bored and down. Maybe art or pottery that doesn’t take a lot of thought. Even a bit of gardening eg planting seeds or potting a plant whilst their visitor does a bit of gardening in courtyard etc to keep them company.
We are in the process of recruiting a Patient and Family Support Assistant who, as part of their role will arrange activities in the inpatient unit. We are also developing an ‘Art room’ on Pentland ward and hope it will provide the type of activities and therapy you are suggesting.
Inpatient
Nurses don’t always come quickly enough particularly at busy times like lunch and drug rounds which is frustrating if a patient is in pain.
Please do not hesitate to contact Ward Manager if you would like to discuss aspects of your care which you are unhappy with so that we can investigate further to understand your situation.
Inpatient
Hot chocolate is fat too sweet in café. Why is it always orange cheese, white cheese is healthier and more than just cheese or cheese and onion toasties would be good.
We are continually reviewing the selection of food and snacks in the Iona Café and do our best to provide a selection of choices to meet needs of those who visit the café. Any specific requirements can often be met if you Page 10 of 13
would like to discuss with the volunteer on duty so we can consider options available. Family member
There are never any cheese or cheese and onion toasties or paninis in the café. There are always lots of meat/fish options though. I always come away from my visits starving if I’ve forgotten my sandwiches.
Our facilities manager and chefs review regularly to ensure a choice of vegetarian options is available. Unfortunately some days due to high demand options may be limited later in the day. Please discuss with the volunteer on duty and we will always be happy to try to meet any specific wishes if we possibly can.
Inpatient
In the evening there are no real vegetarian options, there is usually the option of a baked potato or omelette but no pasta or rice equivalent meals.
We met with patient to discuss feedback and arranged with chef to meet next day to discuss options. We are always happy to arrange choice according to individual requirements and encourage patients and families to discuss preferences with their key nurse.
The lights in the hall outside my room are far too bright in the evenings and during the night.
Family member
I wonder if its’ possible to have washing up liquid and soap in all the kitchen/family rooms for family members.
Patient
Food good; no complaints.
Unknown
The cafeteria often runs out of vegetarian options – any chance of more selection being available on a daily basis?
All our lighting is adjustable. Please let members of staff know of issues as they are and will be happy to assist. Washing up liquid will be placed in family rooms as should always be available.
We are currently reviewing information and selections available for our patients Page 11 of 13
and families regarding catering options to ensure we can respond to this feedback. Unfortunately on days of higher demand it is difficult to predict requirements for the café but we are always happy to discuss with you any sp0ecific requirements and will do our best to meet them. Member of Staff
Love the look of the new rooms, nice and cosy. Don’t like the new sheets as the patients are being marked when the new sheets crinkle. The new sheets are very hard and rough to the skin, can we keep the soft fluffy sheets? One patient though it was his P.J.s that was wrinkled when it was the sheets.
We have had feedback from a number of staff and patients and will revert back to the previous sheets for those who wish to use them. We value feedback like this to ensure we are getting our standards of care correct.
Member of Staff
Really like the refurbishment only negative is the new bed sheets, really rough on the patients’ skin. Crinkle marks left on the patients’ body causing creasing and red marks. Sore elbows to follow. Why the need to change the soft cosy sheets for rough hard hotel sheets?
Family member
More staff on wards
We have been experiencing a very busy time on the wards over recent weeks but we continually review and assess our staffing levels to ensure they meet the needs of our patients and families. We welcome this feedback and will continue to support our teams to deliver best possible care
Unknown
Still the same comment about café food. There is often no vegetarian toasties or paninis. There are always lots of meat and fish ones left. Please, please cheers and onion, cheese and tomato, brie and cranberry etc more often.
Our kitchen staff provide a selection of options in the Iona café and volunteers will be happy to arrange / keep back specific options if wished. We are
Page 12 of 13
monitoring daily at present regarding choices. Member
We have just moved the first patient post decorating into 22. Her reaction was ‘It is just like a beautiful sitting room’.
Unknown
Still offering only fish/meat soups sometimes. Frustrating when café is selling meat soups too. Please have vegetarian soups and meals at both meal times as patients don’t always want big meals at lunch/tea.
Our chefs are happy to provide a range of vegetarian options. Please alert nursing staff to any special requests and we will be happy to provide for you. Nursing staff will all be reminded to provide choice according to your needs.
Page 13 of 13