Your feedback is important to us and helps us make our services even better for patients and staff.

Here we share just a few examples of how your feedback has had a direct impact on life in our hospitals:

 

You said	You would like to have easy access to informaiton about stroke and community services such as support in getting back to work, benefit checks and advice for carers
We did	A new information point was launched at the hospital on 25 October 2012 to help prepare stroke survivors and their carers for their life after they leave hospital. The information point will be run by charities Carers Gloucestershire and the Stroke Association. It will be available on between 2.30 – 4.30pm on alternate stroke wards 6b and 8a, on Thursday afternoons

 

Update From Carers Gloucestershire	Carers Support Update March 2013
	General Older People’s wards now have access to a representative from Carers Gloucestershire each week on wards 4b and 9b at Gloucester Royal Hospital and Ryeworth and Woodmancote ward at Cheltenham General Hospital. To date there have been a total of 74 referrals and 35% of these are receiving on going support from Carers Gloucestershire

 

You said	Visitors are smoking on hospital grounds which is against the Trust policy
We did	We generated news coverage in the local media to help raise awareness of the issues faced by patients, visitors and staff when visitors smoke on our hospital sites

 

You said	Out Patients Area                                                                                    Patients with visual and hearing impairment told us they are not always able to tell when they are called in for appointment
We did	We have set up a system of putting an ear or eye symbol on forms so that when you check in at reception the staff will be aware and will be able to meet your communication needs.

Compliments and Thanks

• Between April 2012 and March 2013, we have received 7,629 registered compliments and thanks  

Web Form Feedback

 Between 1 April and 28 June, we have received 28 comments from the 'How are we doing' page on the Trust Internet.  Thank you for your comments, we pass all of these onto the departments

Real Time Patient Feedback Survey

Complaints 2012 to 2013 

We place great value in knowing and understanding the experiences of our patients and their carers and relatives.  It is those experiences that continue to help us plan and deliver high quality healthcare.

In 2012/13 we received and responded to a total of 743 complaints - 0.7% of all Trust activity.  The main themes for these complaints were concerning information and communication and discharge. 

Around 4,000 patients, carers, public and staff make use of our Patient Advice and Liaison Service each year.

Over a period of four weeks, we trialled a variety of new ways to better communicate with our patients, their families and their carers on our four wards with positive results.  The work continues and we will feed back with results. 

 

    

Real Time Patient Feedback Survey 

A real time program has continued across the Trust.  During April 2012 to March 2013, 2692 were surveyed.  A minimum of 20 patients from each ward within a division is surveyed every month by a team of trained volunteers. 

What you said, what we did

Local Patient Surveys

Between 1st April and 31 March, the  local survey programme consisted of 28 surveys in various stages of completion.  All local surveys are approved by the relevant Divisional leads and the responsibility of ensuring that the action plans are completed lie with the divisions.

Psychology Services  You said: It would be helpful for the reception desk in Beacon House at Gloucestershire Royal Hospital to be manned. We did: A volunteer now mans the reception desk in Beacon House to help direct patients.

Falls Assessment  You said: You would like more information to be made available to you. We did: A new revised patient information leaflet is now given to all patients following comments regarding the information available.

Orthoptics You said: Have to wait a long time in the waiting area to be seen in the clinic. We did: We have reduced the clinic times to prevent clinics overrunning and therefore long waiting times for patients