Patient Experience Feedback Q1 2024/25

You said: We did:

"If at all possible a link for the video call 24 – 48 hours before the assessment. As mine was a Monday morning I gathered that wasn’t possible, but I was slightly panicked that it wouldn’t come."

The team are moving to a different video calling system in the future, which will automatically provide links (for patients to test joining the call) as soon as the appointment is booked, rather than on the day at the time of the appointment, as we do now.

 Patient Experience feedback Q1 2024 – 25

You said:  We did:

“Actually speak to the parent. I have had no contact apart from a letter in the post. I appreciate a call to explain reasons why my child has been turned away again.”

We are amending our letters to explain that. Whilst unfortunately we can’t contact every family to discuss their referral, families are welcome to contact us if they would like to discuss the outcome and understand the reason for the decision.

Patient Experience Feedback Q1 2024 – 25

You said: We did:

“Technology alternatives for older people. We don’t understand and can’t do certain things on phones. Questions on paper are so much easier. Have to depend on others to do this for us.”

Currently we are trailing a new laptop solution for mobile working and are encouraged to do as much as possible within the system.

 

From now on we will ensure that we have backup paper copies for anyone who is not comfortable using the laptop to input their own data.

 

We are also always happy to do the questionnaires with you, so will ensure everyone is given the 3 alternatives.

“More printed information to take away”

We will look into preparing a pack relevant for each group. People attending our groups do get an information sheet for each group, so possibly a folder to keep these in would be useful, which we can return when the groups conclude.

 

We will also explore in further groups what information people would like to take away.

 

We will aim to do that keeping within the ‘think before you print’ guidance to be as cost effective as possible.