2 Not upheld There was no evidence to suggest that clinical examination caused bruising /cellulitis Appropriate apology was provided and explanation that spilt urine would cause infection. Current open investigations 5 As can be seen in fig 6 the trust is seeing less complaints numbers compared to the same period last year however the number of contacts is about the same. More issues are being actively dealt with as a level 1 (action agreed within 24 hours). Fig 6 Long term trends in complaints Issues and Actions from Patient Feedback In June 15 Area Event Immediate Response Changes Implemented Patients felt they were waiting a long A SOP for communicating waiting times Max/Fax and ENT Clinic All staff made aware of the need to time to be seen in clinic and it was felt has been developed and shared with all FFT communicate effectively the waiting that patients should be kept informed staff. SOP on display in the clinic to times. of waiting times. ensure a consistent approach is applied. Hasland Ward Governor found that patients (and staff) This service has now been re-instated The service runs on a Monday, Governor ward visit would be appreciated it if the and is facilitated by volunteers. Wednesday and a Friday and has been newspaper delivery could be resumed very well received by patients. A patient attended ACS who questioned ACS queried this with appointments As a result of this contact the patients’ Oncology why their appointment had been immediately. DNA status was removed and an PALS Enquiry cancelled on 2 occasions. The patient appointment was then arranged for the was waiting on blood test results to see following week. Also to prevent any if his cancer had returned. He was also further confusion ACS crossed checked perturbed that there was a DNA status all upcoming appointments and on Medway as he had never missed an confirmed these with the patient’s wife appointment. (as per the patients’ instruction). All appointment letters were provided again.
2 Not upheld There was no evidence to suggest that clinical examination caused bruising /cellulitis Appropriate apology was provided and explanation that spilt urine would cause infection. Current open investigations 5 As can be seen in fig 6 the trust is seeing less complaints numbers compared to the same period last year however the number of contacts is about the same. More issues are being actively dealt with as a level 1 (action agreed within 24 hours). Fig 6 Long term trends in complaints Issues and Actions from Patient Feedback In June 15 Area Event Immediate Response Changes Implemented Max/Fax and ENT Clinic FFT Patients felt they were waiting a long time to be seen in clinic and it was felt that patients should be kept informed of waiting times. All staff made aware of the need to communicate effectively the waiting times. A SOP for communicating waiting times has been developed and shared with all staff. SOP on display in the clinic to ensure a consistent approach is applied. Hasland Ward Governor ward visit Governor found that patients (and staff) would be appreciated it if the newspaper delivery could be resumed This service has now been re-instated and is facilitated by volunteers. The service runs on a Monday, Wednesday and a Friday and has been very well received by patients. Oncology PALS Enquiry A patient attended ACS who questioned why their appointment had been cancelled on 2 occasions. The patient was waiting on blood test results to see if his cancer had returned. He was also perturbed that there was a DNA status on Medway as he had never missed an appointment. ACS queried this with appointments immediately. As a result of this contact the patients’ DNA status was removed and an appointment was then arranged for the following week. Also to prevent any further confusion ACS crossed checked all upcoming appointments and confirmed these with the patient’s wife (as per the patients’ instruction). All appointment letters were provided again.
PatientExperienceReportJun15.docx