You Said, We Did

When we receive feedback from patients we seek to improve our services and learn from events.  This feedback is received in a variety of ways, such as patient responses to surveys, enquiries with our Patient Advice and Liaison Service, formal complaints received or online feedback from Patient Opinion and NHS Choices.

We have given some examples of the feedback we have received and how it has been used to make a change.

You Said, We Did

Feedback:  Patient queried why they were incorrectly charged for parking.

  • Outcome:  Apology and refund provided.  A software engineer checked the system and there was a glitch when had happened we changed to the new parking tariff which was corrected.

Feedback:  A family member was unhappy about the attitude of a member of staff when telephoning to pass on information about a patient.

  • Outcome:  Administration Manager drafted a code of conduct for reception teams to use.

Feedback:  A patient was concerned about poor technique when blood was taken.

  • Outcome:  Further retraining was provided to the individual concerned with period of observation by a nurse to ensure the correct technique was used.