Introduction and overview
At NHS Golden Jubilee, we strive to ensure that every patient receives high quality, safe, effective and person centred care.
We value the role patient feedback plays in achieving this and recognise the importance of sharing feedback directly with clinical teams.
In this way, we celebrate successes and ensure when we do not get it right, that we respond quickly and learn from it.
This report describes the formal feedback we have received over the last year (2023- 2024).
Obtaining feedback from equalities and particular groups
We have several mechanisms in place to support particular groups in providing us with their feedback. These are detailed below:
- People with hearing or visual impairments can use accessibility options on our website.
- People whose first language is not English can access an interpreter or request written information in their own language or format of their choice.
- Patients can access support from our advocacy provider if they do not feel confident about making a complaint or highlighting their concerns.
Further information showing how we work in partnership with a variety of equalities groups can be found in our recently published Equality Outcomes Midpoint Report by visiting this link. Alternatively, you can visit the Equalities page on our website at: https://www.nhsgoldenjubilee.co.uk/publications/reports/equalities.
We do our best to make sure that everyone feels able to approach any member of staff with feedback and in turn that staff are confident in listening to and responding to this feedback. We always encourage discussing any issues locally in the first instance, however recognise that in some cases patients may not wish to do so. In these situations, our volunteer supported feedback mechanisms are highly valuable in offering patients an opportunity to speak with someone outside the clinical team. We also have feedback post boxes throughout the Hospital where patients can post feedback forms. This can be done anonymously if they wish. There is support available from the Clinical Governance department in facilitating feedback discussions with patients and relatives.
Helping people feel that their feedback is welcome
All of our feedback mechanisms are advertised across the Board in print and electronic formats. These are all easily accessible to people who may want to use them and can be requested in alternative formats of their choice. Our website provides information on how people can provide feedback and we also regularly encourage this via our social media channels.
Recording of feedback, comments and concerns
It is essential that all feedback is shared with those who deliver care, particularly anyone who is named personally. This will ensure they receive any personal thanks or recognition and allows them an opportunity to respond to any feedback. Support and guidance is provided to clinical staff from our Senior Managers, Executives and Corporate Affairs and Clinical Governance teams to enable them to respond to feedback. This streamlined approach means we have appropriate leadership and administrative support across our Board within a robust governance structure. We have a central system on which all formal complaints, comments and compliments are captured and shared with local leads, allowing them to view or amend the records and share information with wider staff. Feedback gathered from other methods including our Volunteer programmes (e.g. Meet and Greet and Mealtime Monitoring) and Caring Behaviours Assurance System (CBAS) is captured to support collation and feedback to the areas. Feedback is included in regular reports to our services from the Clinical Governance Department to help inform our improvement focus.
Volunteers and caring behaviours
There has been a post-pandemic review of CBAS and a wider conversation around Quality and how we record care experience. This has been taken forward by Elaine Kettings, Associate Nurse Director. The Care Experience Volunteers in the meantime continue to work with sections of the organisation in engaging with patients and their opinions. We now have 11 placed pastoral care volunteers and 4 Patient Peer Support Volunteers
Overview of formal feedback
During the year we received and logged a total of 645 formal feedback submissions. This is a 24% increase from 521 the previous year. The chart on the next page details the methods by which feedback was received during 2023/2024. As shown, emails were the most common method used during this period. Compliments continue to be the highest category of overall feedback received with 355 formally recorded in the year. This equates to 55% of all feedback received.
