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You said, we did


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We value feedback from patients, relatives and carers and create a variety of ways to capture your experiences of care. Your feedback helps us identify how we are performing across the Trust, and gives us the opportunity to learn from our mistakes and make improvements to enhance patient care.

We capture your feedback from:

NHS Choices:

You said: "I spent 17 days on Ward 32 and I am the worst patient ever. The staff from cleaners up to wards sisters were amazing, the day I left I cried not because I was going home but because I'd meet some unbelievable people whom work extremely hard big thumbs up too them all."

We did: Darlington Memorial Hospital replied:

"Thank you for providing feedback on your recent visit to the Ward 32 at Darlington Memorial Hospital.

I am very pleased to hear that you had a positive experience and that you are happy with the care you received.

The Trust is grateful for all feedback, positive or negative, as it means we can better understand what is important to our patients, and your kind comments will be shared with the staff."

Post discharge survey: a sample of 1600 patients are sent a survey following their return home throughout the year.

You said: "Nursing staff badly organised."

We did: "We are experiencing staffing problems and using agency staff at present, who do not know the ward as well. Comments have been taken on board, and improvements will be made."

Friends and Family Test

You said: "Receiving results of blood tests are taking too long."

We did: "To ensure patients are kept informed of progress regarding blood results and discuss any delays."

Patient stories

You said:  "Food was placed on the table, out of reach of the patient."

We did: "Matron remains on the ward at mealtimes, to observe staff and promote a positive experience of meal times for patients. Visitors are encouraged to assist their relatives at mealtimes where possible, and volunteers provide encouragement. Mealtimes are staggered between wards so that more staff are available to support where necessary. Patients have food and drink charts which are completed by staff so there is a record of what is eaten and drank."

Face to face interviews

You said: "Kept awake by noise at night."

We did: "We are introducing sleep packs which includes ear plugs and face masks, to help patients get a better night sleep."

You said: "After discussion with members of the deaf community, it has become apparent that patients and carers would like to receive confirmation of the date and venue of their BSL Interpreter appointment, as well as the name of the Interpreter. This will make a significant improvement to the patient experience."

We did: "All British Sign Language booking forms and guidance documents remind staff of the process to follow, to ensure these arrangements are implemented. A bulletin has been sent to all staff informing them of the new process and details have been included in Quality Vibes, our Patient Experience Staff Newsletter."

'I would like to thank all the staff for my treatment and their professionalism.'

Patient, Cardiology Department, Bishop Auckland Hospital