COUNTY Durham and Darlington NHS Foundation Trust received
18,583 compliments from patients and their carers during 2012/2013
- 3,820 more than for the previous year.
The high number of positive comments, emails, letters and
phone calls received by the trust is thought to have been helped by
the work undertaken to proactively capture patient feedback which
is then used to improve services. The number of complaints also
fell, from 651 in 2011/2012, to 585 in 2012/2013.
Jill Salkeld, the trust's Patient Experience Manager
explained that ensuring patients receive the best possible
experience is a priority, with a number of initiatives underway to
ensure their feedback is listened to and acted upon.
"We've been working hard across the trust to obtain
feedback from patients and their carers, and then to ensure we are
using the information they give us effectively, to improve
treatment and services," Jill said.
Initiatives have included staff conducting more than 3,000
face-to-face interviews with patients on wards across the trust's
hospitals, obtaining views on all aspects of their treatment, such
as medication, nurses, doctors, pain control, communication and
consistency of care. Their comments and concerns were then fed back
to staff on those wards, with results displayed on noticeboards,
under the "you said, we did" banner.
"The interviews we did on each ward showed us what the
standards of care were, where best practice was and where
improvements were needed," Jill said. "Feeding that information
back to staff enabled us to show them what we do well and where we
Action plans were also devised after twelve patients and
carers who had experienced treatment and health services across the
Trust were asked for their 'stories'. The action plans were shared
with staff across the Trust, from commissioners and senior managers
to staff on the front line, championing best practice and
highlighting issues and concerns.
A DVD was also made featuring patients who gave their
feedback; this is now part of the induction training for student
nurses, the aim being that all trust employees understand how
important patient experience is.
"The compliments we have recorded were all received
separately to the work we did to gather patient feedback," Jill
explained. "We hope that the work we have done over the last year
has contributed to the number of compliments received, as well as
the reduction in complaints. We won't stop here, though.
"We will continue to work with patients to improve
services. We want to provide them with the best possible experience
and outcomes. If we fall short, we strive to turn complaints into
contributions. We work with the patients and carers who tell us
about issues they have come up against, so we can improve services
for the benefit of all. It is so important that everyone who has
experience of our services is given the opportunity to feedback
their comments. "
There are a range of ways people can provide feedback to
County Durham and Darlington Foundation NHS Trust. When patients
are discharged they receive a comment card to complete. These are
collected each week from all wards and Emergency Departments.
Patients and their carers can also contact the Trust on
Freephone 0800 783 5774, email firstname.lastname@example.org
or complete an online comment card at:
County Durham and Darlington NHS Foundation Trust is one
of the largest integrated care providers in England, serving a
population of around 600,000 people across County Durham,
Darlington, North Yorkshire, the Tees Valley and South
Tyneside. The Trust brings together hospital, community
services and health and wellbeing services to provide high quality
and seamless care for patients.
'The treatment I have received from all the staff has been
excellent and could you extend my thanks to them all. A very
thankful and relieved patient'.
Patient, Dermatology Outpatients Department, University Hospital
of North Durham