Reading Town Hall - Berkshire Healthcare NHS Foundation Trust
Transcription
Reading Town Hall - Berkshire Healthcare NHS Foundation Trust
Q1 Individual Answers Reading Town Hall 2nd October Q2 Individual Answers Reading Town Hall 2nd October Q3 Individual Answers Reading Town Hall 2nd October How can we make sure that you feel valued and cared for when you are in our trust? How can we keep improving our services? How can we work together with you and your community more effectively? Q1 TOP 3 Reading Town Hall 2nd October How can we make sure that you feel valued and cared for when you are in our trust? Q2 TOP 3 Reading Town Hall 2nd October Q3 TOP 3 Reading Town Hall 2nd October How can we keep improving our services? How can we work together with you and your community more effectively? Responding to different needs, individual service for different people To concentrate on what would help most i.e. a mattress for my bad back rather than waiting since April for a cheque which strangely got lost. Allocated a social worker long term When first sectioned my young kids wanted to see me everyday it was arranged but several times no staff available to escort me off the wards so the young kids on wards my 8 year old son still remembers. Kids taken off me and not even allowed to see them supervised i.e. - like drug people My wife is suffering from mental health illness since 2009. I feel the level of illness is the same it was 3 years ago. I would like to feel valued if the doctor appointment is more regular and medication should be changed accordingly, I just feel only attending appointment and get nothing good outcome from the appointment Training up to date/new technology Speech and language therapist referral time should be quicker especially when a under 5 is involved 3. Professionally trained and identifiable "Hello my name is .." 3. More choice with clear date demonstrating differences. Be specific on other services you can use 3. Show people respect/consideration make clear what is available. What are you entitled to 1. Listen empathically and sympathetically to patients. AKA respect them Listen to patients To be listened to valued, patiently be made aware of how long waiting tie is for my appointments 1. Communication Two Way - listen and explain 1. Ensure staff are trained and updated to provide high quality specialist care - bench mark against Nat study particularly for customer service 1. Being able to see/hear about the changes being made think about how thisBeing is communicated 2. able to overcome the barriers that people face when wanting to 2. Try to understand the thoughts, feel the feelings of patients, put yourselves into our shoes Where funding allows more appointments/staff so can see a higher volume of people - quicker referrals Access to different hospitals who can provide us with care (choices really) 2. Waiting times for referrals 2. Seek feedback at different stages(ensuring and post provision to capture immediate views and later reflections get involved in development of services-staff listening and not feeling criticised by feedback Easy access/parking My family medical personal details to be updated within all the departments 3. Transport 3. Look after your staff and they will look after us! 3. Bringing resources into local community i.e. bus, staffing BHFT to go to the places that patients/carers feel at ease 'non-clinical! - e.g. faith groups, community groups, schools (understanding of health risks + provision and culture) Improved use of social media 2-way communication flow NB must respond quickly to any Qs 1:1 with people looking after you - relationships. Family around - accessible 3. Create a professional environment - e.g. staff are knowledgeable, experienced in their field Communicate medical results to us in a way we understand especially language 1. Right Staff (empathy, Listening, training) 1. Clear care pathways. Someone to co-ordinate.'Buck stops here' 1. Health promotion, training for carers, specialist community group dementia/diabetes Communicate feedback results- consultations in a way language that is better understood by people from different ethnic background 2. Person centred "seeing the human" 2. More control - Book apt access to records/apt on-line 2. Make awareness of multiculturalism recognition of culture/religious need difference Releasing of bodies for religious burial inline with religious timeframes(Muslims try to bury same day as passing) 4. Come and visit patients more often More staff so you actually get a chance to discuss your query, instead of being rushed Keeping to time re appointments Ability for a 'trip advisor' style rating for staff/consultants would dramatically improve their bedside manner! 1. Empowered - Be listened to 1. Immediate feedback - suggestion boxes (better methods of evidence of learning from issues) Accessibility and choice (time and location 2. Better information about the service you could/should expect and how services have improved Main communications Support for diverse community home carers (language/religious support) Honesty - How long will you be waiting to see someone. Response time, fob offs See the bigger picture i.e. treatment early particularly re CAMHS might save a lot of money/time in the long run Multicultural awareness roadshows (community centres) 2. Move priority between physical/mental health 3. Co-ordinated appointments - i.e. blood tests/x-rays reduced waiting times Range of options for booking appointments - phone/internet Listen - patient knows how they feel but sometimes falls on deaf ears! Online referral tracking? Don’t have to phone repeatedly Local care centres/mobile 3. Clear communications - especially if things go wrong 1. Communication - Accessibility- 24/7 if need be/See me Skype diagnosis for minor aliments. One big hob clinic which has extended hours, for minor aliments etc. (bigger than the walking) More personable Early intervention On-line support pages in various languages 1. Friendly staff who communicate well 2. Flexibility (equality) Virtual consultant room Talk about what is happening. Listen to us, discuss a treatment in an understanding way. No calling to make appointments (on-line automated) Be practical and specific - how will it work? 2. Being treated as an individual and not to be judge Text updates for delays Try not to be vague 'some' is not a number and 'soon' is not a time 2. Act like they care Reasons for appointment changes 3. Staff that want's to be there Best drugs not cheapest 2. Trust and confidentiality 4. Explain what they will be doing Better use of technology 3. Fully listening to patients 1. Training -latest EQV Diagnosis via Skype 5. Not to rush People first 4. Environment - warmth and empathy 2. Waiting List - waiting times for referrals Where do you go for what? More equality Stop throwing away drugs Focus on change which we can all help with and be proud of Mental health people expected to wait in all day with no phone call sometimes people don’t show up at all but if you miss an appointment you Appointments made for all the same time and not take into consideration that you may need a cigarette Going to loving skills which basically star system destroys people then can start building people up. Told to do volunteering but when do because I'm a drinker shouldn’t go because I'm looking after kids 3. To get care/services at the right time, right place without delay 1. Treated with respect, good eye contact taking time to understand the patient 3. 21st Century personal care 1. Using resources efficiently getting services right from the beginning. No sticky plasters to fundamental problems and creativity Apprenticeships/voluntary 2. Getting services right - being able to get a bed when needed. Coordinated services - working together 3.Consider who is accessing which wards i.e.: Male/female wards not having people who are very distressed with people who this could cause Seasonal clinics - i.e. flu - hay fever 1. Listen 1. To be listened to with empathy and respect giving plenty of time 3. Communications between GP and Hospital Hub clinic Patients feedback meeting (6/12 monthly) Pig ignorance (lack of compassion) regarding supporting Pt with addictions Understanding of gender issues. Recognising my rights. Mental healthcare suited to my needs Treatment closer to home Housing threating to throw me out should have more support from CPN Employ and training staff who are by nature empathetic and believe in delivering care not ticking boxes Training - aware of culture - staff to be aware what and why is changing Very clear communications/limited acronyms Tailoring the GP services to work around the needs of the users - hours 7 10 - weekend working In my own experience with RBH/GP/Physio its 75% there - under orthopaedic team for 6 years Work shop as this - are we going to get feedback? Empowering patients where appropriate/helping carers and family members Improving physical access to services. Transport available consistently 24/7. Seeing the person not 'The Patient' I would like me time to be respected - if once appointment was late and I have questioned that I was disappointed I would expect that next time I would be made aware that appoint. Is running late and I might need to arrive a bit later Tying care together. Social/education/NHS need to view budget as a whole e.g. cheaper than social care but different budget Understanding the needs of each individual to gain access To be treated individually One appointment and further examinations where needed instead of guessing and attending various appointments Training for carers invite family members with specific issues Roadshows - what do people want Make sure notes are read prior to treatment to avoid treatment being neglected Study - offered to appropriate people - not to everyone to encourage people to study carers subject even if they are not suitable for the roll To make people aware of what they are entitled to Mobile service for certain things To not talk above the patient Immediate access to the specialist that I might need to speak to i.e. if given a telephone number by GP No ring on the day for GP's More funds available to support local needs - lots of old people more buses etc. To not matter how tired or busy they are to make sure they LISTEN Keep me informed of my results of any tests Find Gaps in services I.e. 16 to 18 mental health issues Kids - minor injury's in doctors daily Respecting of people personal life choices Name of consultant - specialist in charge of your condition Waiting times in clinics Effective response to needs To note same sex couples and respect this to avoid upset and ignorance Information of where best treatment is provided Going back to GP to get appointment with another consultant Local clinics to deliver services To have clear procedures when bought in by ambulance Be honest - if you haven't got the specialist care then where can I get it? Only 6 weeks physio for stroke victims Directory of all local services for each diagnosis and how to access (e.g. trust 3rd sector etc.) Clear, Decisions to be kept to communications Responsive, independent, quality unit, providing feedback to medical staff as well as patients Continuous care - appropriate handover from one service to another if needed Skype services (clinically) Missed appointments, find out why and not have to be re - referred again Need more money (although the government wont do it) Person centred approach - listen to the person and family Open virtual consulting room Keep family up to date with information Keep unto date with society and culture and don’t make judgement or assumptions Have a progression from GP to hospital treatment if needed Increase staffing - but not just by quails Concentrate on positives and outcomes not negatives and funding - need to know what is the outcome and then look at what is needed to meet it Specialist community groups with whom regular dialogue can be maintained i.e. via email/website/newsletters Free car parking - particularly at A&E - its stressful enough without adding a huge parking bill Keep training staff Groups for child up bringing autism Communication - multiple layers/patient stories/staff stories/easy English language/newsletters/work in the community Don’t make hospitals like prison Deaf/impaired sight/Disability TAKE ACTION rather than just listen Better use of budgets with help of money using it wisely Mature people depending on carers Two way communication Make GP options more accessible - lots of people turn to A+E as it is impossible to get GP appointment Follow up treatment if needed - don’t assume its finished - and keep on top of problems arising from treatment itself 2. Receiving holistic personal - care for 'me' as an individual not a disease/illness Patient able to refer to a consultant - not via a GP Virtual consultant room self refer to consultants One point of contact Q1 Individual Answers Reading Town Hall 2nd October Q2 Individual Answers Reading Town Hall 2nd October Q3 Individual Answers Reading Town Hall 2nd October How can we make sure that you feel valued and cared for when you are in our trust? How can we keep improving our services? How can we work together with you and your community more effectively? Q1 TOP 3 Reading Town Hall 2nd October How can we make sure that you feel valued and cared for when you are in our trust? Q2 TOP 3 Reading Town Hall 2nd October Q3 TOP 3 Reading Town Hall 2nd October How can we keep improving our services? How can we work together with you and your community more effectively? Effective Communication - 2way!! More staff to help services and patience reduce delay (on frontline) re structure, use resources efficiently Cyber help service? - text phone? Online Chat? App? Engage with community and follow up Listen Increase communication Get involved in local events? Carnivals/Festivals - reading fest Gay pride Mobile clinics Have a genuine interest in the patient, IE not just a number but a person Be directed to correct service to help process in general Show your face and talk to people? - Schools/Universities - Flyers/Street People More engagement with the community with follow up meetings Be honest Do not give false hope/expectations work with collages/universities Use of trainees - Help advertise apprentices - services Communicate with patient Volunteers - make post available and time of process Smile, don’t be miserable, Go the extra mile Allow staff of certain level make decision - reduce level of time process Have experienced staff Sympathy/Empathy Funding!!! NHS increase in population we weren't ready for it!! Have latest technology Change the food Source GPs surgery? Over-stretched facilities Re-viewing assessing, more emphasis in the initial contact before entering into the system Staff training staff No's can affect moral. Who cares wins!!! Too many consultants form survey companies costing £10000000000 to NHS survey after survey Become more human!! Be more sensitive to patients needs 1. Treated like an individual 2. Get treatment quickly and efficiently 3. Cut down waiting times Go through alternatives (if any) Good communication Time to get back to the core business - looking after the nations welfare! Review regularly staff levels Listen to staff/carers, are their needs being provided? So can give care required Recognition of staff needs: Stress, health, relaxation Reduce waiting times Communication between specialities, departments:eg doctors surgery and hospital. Motivation of staff - all levels, how to ensure empathy present? Is there a solution? Change "societies" values, encourage schools to help 'young' to look out for each other Keeping in contact with the patient Make the patient feel they have a say/a choice in treatment A quicker service - Timing To feeling to been heard, and listened without time To have appointment more easily in surgery's Communication Easier to book appointments To not wait too long for waiting list time for hospital treatment Individual Needs Having surgery not waiting 6 weeks for physio Prompt attention in A&E - Polite patient manner when interviewing potential admmitees in A&E Patients in wards made to feel they are in the hands of competent caring staff. Patients should feel that if they press the call button they are not being ignored Maintenance:- Good infrastructure: i.e. all records NHS are centralised Patient transport more responsive to individual needs Qualification criteria Valued, cared for - by training nursing staff to be excellent carers By retraining consultants that they are @the example' to all staff because of their experience and position. Consultants still often lack a 'bedside manner' Is it still the case that consultants have a certain number of operations to achieve? Priorities 4. Don’t be dismissive 5. Be aware of their sexuality, religion and culture 6. To be openly diverse and not stereotype Listen to us, explain the treatment Return' The Matron' to wards to oversee all aspects of the running, medication and care of patients Reduce number of agency nurses Quick referrals (2year delay) Referrals you can choose hospital, be informed of the hospitals available Car Parks - Pay + display Travel - Poor 1. Sufficient time to allow patients points in a consultation to be understood, rather than being ignored or diplomatically discussed. Talking Therapies 2. A feedback avenue is provided to cover all aspects of services. Mental health issues in particular 3. Communicate Listen to, not make assumptions Informed Not to expect that as a patient I have no knowledge about my condition - I am an 'expert' Time for explanation and questions Time scales - when referral is made to be informed in respect of out time Nationalise customer data Customer service focus CAMHS - Money and resources to reduce waiting times. More capacity for crisis and community teams Joint working and partnership around preventative services with patients, support Orgs, public health etc. Keep asking and listen to patient and carer feedback Community need to see action from their feedback so that they feel it is worth feeding back to the trust Monitor staff attitudes and collect meaningful data and feed these back to staff etc. Clear communication Improve staff training to provide good service and customer care Remove burocracy and processes which slows down the response to the emergency Reporting back that changes have been made by e-mail after feedback has been reviewed Email communications with outpatients Text appointment reminders have worked great with me and my busy family Have suggestion boxes for staff and patients to place improvements, appraisals Being able to see the changes that have been made - email - part of change Honest opinions in a safe way as anonymity Overcoming barriers of staff being nervous of people accessing services having a voice - cultural change Fear of failure - taken as criticism Consider scenarios, someone outside facilitating solutions/suggestion boxes/Cyber help service/App Set up more NHS specific groups - support workers-Officers Use resources of partnership work Volunteers/traineeship/Apprentices/collage/unit Create cadet's - Paramedics Working together - voice group Advertise projects better in community of different activities, groups Use facilities of local centres to deliver services to community More for MH - Services in community and healthy lifestyle living Mobile workshops/visits to supermarkets etc. to answer general questions about NHS (not personal problems etc. i.e. ailments Lost/Never returned - Crutches/Zimmer frames Other equipment Cost NHS millions each year Speak to supermarkets to provide a crate/box where equipment can be left once a week, collected save a lot of money Did you know questions and facts about NHS published in local papers council notice boards/Apps Don’t be afraid of political corrections!! Usage of better series of public meetings at regular intervals to discuss matters of common community concern at central venues Improved overall publicity over all domains to get feedback and enhance communications/news/publicity Improved usage of social media especially Facebook and twitter to obtain feedback Using neglected community voluntary groups more improving working with faith communities Modify the way of booking appointments which is not practice creating long waiting time and put people off Take advantage of technology and atomise appointment booking by creating an online waiting list with slots of time available Communication between service users/providers and service provided Streamlining services to maximise clinic time and speed Be open to new venues and groups e.g. would the trust go to a temple of place of worship etc. to talk to people of different backgrounds Let us see results!! To be given choice of different times and dates of appointments More staff to work with patients - quicker service less waiting times Staying with the same doctor throughout treatment Social media - younger generation Allow appointments to be booked online rather than having to call within restricted hours Communication - community By constant vigilant completed with wider usage of more scientific methods of customer feedback (forms groups, mystery shoppers etc.) By better and more effective rationalisation of particular services Compassion auditing Choice training for all staff NHS School visits NHS stands - marketing NHS community forums follow up on feedback Visits to the sick Closer working with specialist voluntary groups in the community Open box - community can pose ideas customer focus - open days By improvement of specialised M/H services in certain areas: crisis houses, services for women with mother/baby units, child and adolescent services Response at surgeries, so one can receive appointments when it is convenient to one's personal life, rather than being told there no appointments for a week to see a doctor to have a blood test Communication between GP surgery and patients: verbal and written information To be treated as a person not a number If there is a questionnaire provided about the service it would be helpful to receive a feedback Improving - Time Frames Feedback/suggestion boxes Neighbourhood awareness, look out for neighbours Improve appointment availability for working people who cannot phone for example at 8am Use of charities/Volunteers to help with community awareness:eg hunger/poverty Tell once approach Choice of locations for treatment - fit in life styles Look out for your close neighbours be aware whats going on around your local area and report to GP what you are concerned about, regarding elderly people, who are in difficulities, who live alone Q1 Individual Answers Reading Town Hall 2nd October Q2 Individual Answers Reading Town Hall 2nd October Q3 Individual Answers Reading Town Hall 2nd October How can we make sure that you feel valued and cared for when you are in our trust? How can we keep improving our services? How can we work together with you and your community more effectively? Empowerment of my own care (choice) Ability to track my own care/appointment progress (online appointment tracking) Keeping Timed Appointments Not a job number in A&E Better informed, Scrap appointments system make the service fit the people not the other way round Take into Account how people get to hospital and home again Turn off heating in the height of summer More say in the mental health. IE option to take medicine if I don’t think its needed and less pushy staff A good friendly Doctor and Psychiatrist Being spoken to by my name! more personal Being introduced properly than just appearing Being asked how your feeling is there pain or discomfort! Do you need anything water, food. Repeat if your bed ridden that a female to female, male to male when there's toilet or washing issues. Longer hours/Accessibility - joint Services that respond to changing needs of its community Training in week in centres -doctors Themes running in services that generate awareness of prevalent issues To make sure that people who live by their own then have a good care package. Including mental health support Physiotherapy not first to treat an illness, but as a prevention to prevent falls in old people, prevent admissions to hospital To make sure where and before people are discharge from hospital (the elderly) they have the rapid response teams ready to arrive in people's home Professional reviews, tight governance Access to more services - i.e. acupuncture, hypnotherapy, osteopathy, counselling, Especially for minorities people with disabilities etc. Review performance and have ensure efficiency changes are implemented Advertise in the free paper - FB 1st of 2nd Page Be responsive to feedback/immediate feedback Speedy appointments assessments Choices Convenient locations Make changes Communication is key Part of steering group as services develop Mix people up Cross social groups Conflicting needs of patients/Services provisions Speak clearly, slowly, use slangs or joking language that are not familiar to foreigners try to use formal language, but don’t be too serious, do smile! Accessibility, consistency Smiling Positive customer experience Not to Judge Non Judgemental Feedback - directly after service Training of staff - customer services What is a world class facility - learn from others/benchmark - is it all about money? Customer choices/what to expect form the service - clear information/standard service you will receive Better and more pro-active methods for people to feedback on experience and be acknowledged Accountability Learning from mistakes and promoting how series have connected/improved Create more welcoming environments Generate more awareness of what services do and don’t provide Turn up on time or ring to rebook Communicate with - listen Shared decision making Not having to wait a long time for treatment Make me feel I'm important - not at bottom of list Give me time - don’t rush in and out Sound like you care More awareness of healthy action plans For instance in our GP surgery we could have every 6 months a meeting with the surgery manager to share our concerns and experiences Conclusion by sharing information, concerns and experiences More information available in local surgery more advertisement Easy access and point of contact should be available through more sources like local surgery and internet information. May be more leaflet information about the health services provide through the portal information Go out of the office Engage with groups Patient stories are powerful Understanding the differences in the community and applying those differences to achieve a positive outcome Community based focus groups Understanding the transgender community by talking to transgender people Placement onwards Manning transgender people to tell healthcare professionals To be more streamlined one person or few people who oversea the care I think making the GP more responsible is a step in the right direction as they do seem more personally involved with their patients/community e.g. eye care dept. is too big and ineffective compared to spec savers Get GP receptionists mailing in the form of a newsletter in the form of a newsletter discussing seizures available - introducing the key staff giving some case studies Everyone has different needs Continuity Accessibility Understand patients' rights Work with other services Listening to me Involving me in what's happening Have a psychiatric nurse or doctor available to talk to when in need of one Value what we have to say Respect my privacy Easy to understand - diversity There should be a greater degree of flexibility rather than just following SOP. Staff should be encouraged to sometimes act without asking for managers orders More collaboration btw HCP, e.g. Doctors, pharmacists., nurses, optometrists, suggests Listened and respected my views and opinions Helped me identify what I want go Online services should be developed Regular doctor appointment required for patient re-assurance Have a main point of contact for where you can go with your queries Don’t just listen to feedback, but actually take action Have a conversation about the options - process - possible outcomes 24 hour care Change of medication if current medication is not working properly Skype/Parking Hold mini meetings in various communities online forums Communicate more effectively listen to patient feedback Taking long time to get appointment in terms of mental health illness specially when you moved from different city with a mental health problem. Its really getting hard to have new appointment at right time More flexible with appointments, especially for working people Listening to patient/carers Enquires and complaints Respect Put patients needs first Have kind staff and friendly Treated as an individual and not just another customer/patient Staff training, ensuring staff are motivated/trained and feel worthwhile. Sense of responsibility S.O.D it S.see it O.Own it D.Do it Courtesy costs nothing. Over managed Asking about the patients needs. No assumption necessary Communication between trusts. Vital if patients move from one area to another Listening Explain care clearly Time keeping for appointments Kept informed at all times particularly when doctors visit a patient in bed on a ward with other staff in tow no introduction who they are. Feedback from patients - without pointed questions Feel isolated and lonely Parking Don’t detain patients unnecessarily Listening to feedback Ensure physical problems are treated Don’t write patients off - spontaneous recovery is possible Please be right in the diagnosis Diagnose, treat, discharge Explain - in more detail Parking What service they can offer Feedback form staff - courteous and polite Skype reasonable - don’t feel like a number or part of a programme More staff recruited, better service delivered Treated promptly Making it more accessible and clear of what services are available Have a patient feedback from which gets looked at quarterly so they can really understand what the public needs and wants are so the right changes and improvements can be made Good communication and follow up Ask how we are feeling Knowing who is dealing with us Encourage public to openly interact with NHS to inform community more with information about services offered and system processes Set out expectations and guidelines clearly Awareness of processes Set out expectation levels at the start Work Together?? Don’t treat the patient as being on a conveyor belt of treatment involve them Quicker GP appointments - 2 weeks later, the condition clears up! Or you have to endure it that long Weekend appointments with GP choices are suffer for 2 days or go to A&E (topical at the moment) Working with our charity to understand the impactful the adversity of the community To learn from the LGBT server providers network within the NHS Communication from the top down to the front line workers Engage with other service providers (including charity's) Provide information on services available so people are better informed of choices Information to be readily available to staff (passed down & up) bottom to top, top to bottom Modern communication between GP & hospital - records and necessary information given to doctors by email etc. Constancy of care - for ongoing issues have a plan with GP/hospital and family Q1 TOP 3 Reading Town Hall 2nd October How can we make sure that you feel valued and cared for when you are in our trust? Q2 TOP 3 Reading Town Hall 2nd October Q3 TOP 3 Reading Town Hall 2nd October How can we keep improving our services? How can we work together with you and your community more effectively? Q1 Individual Answers Reading Town Hall 2nd October Q2 Individual Answers Reading Town Hall 2nd October Q3 Individual Answers Reading Town Hall 2nd October How can we make sure that you feel valued and cared for when you are in our trust? How can we keep improving our services? How can we work together with you and your community more effectively? Pleasant environment Consulted throughout - communicate delays Avoid duplication - by joining up databases Avoid requirement for patient to do all chasing, prompting- should be staff lead/not fobbed off Courtesy in approach Access and availability of services Staff who care 24hrs Information and time to deliver that to patients Improved links between community and hospitals Understanding of how to deliver services to patients Valued cared for Listened to Use Skype/Face time Parking - Price Historically its been the length of time needed and I've dogged determination to access treatment at the orthopaedic, RBH. Now GP has control of funds I've been accessing speedier care privately I feel there is good communication/information for the health service I receive Parking at RBH is a nightmare and should be free. I would be happy with Skype 7 days/week longer hours service Listen to me I know what I am feeling Get my test results back to me quickly Always making sure communications between patients and staff in mental health wards was clear to the patient Always tell the patients what's going on with their stay in hospital Staff assessments and training (boost moral) Staffing wards where they are passionate about where they work, some people don'ts really believe in some wards Concern Take time out to understand Process treatment being outlined When doing obbs be compassionate with those around e.g. (I've just had a baby and they do all Obbs around the clock when your trying to rest) Answer call bells quickly - bleeping machines to be monitored better and quickly Listen to the staff Admit when you've got it wrong. Patients limitations need to be understood, respected and catered for Don’t dump me just because I'm quiet and don’t ignore me Confidentiality A patients history (their care/lack of care for themselves) should not affect the level of respect and care they're given Correct staffing levels - Overwhelmed staff cant do their jobs properly Don’t have too much red tape - make it easier for the staff to do their jobs not worse Knowledge and understanding of my needs Clear information that I am helped to understand Someone to answer questions Involve service users much more than at the moment - they are the experts Keep hospital environments pleasant and well kept Keep mentally ill violent people (sorrel) away from other wards. Relax the rules for night time couldn't get fresh air at night or a drink from the cooler. Bluebell ward way overcrowded with different mental illnesses some violent patients I couldn’t get onto my ward I was meant to go to which was Daisy ward 1-2 aggressive staff on bluebell ward caused some discomfort going room to room telling you to clean up Keep listening to what people say: compliments and complaints Eye contact, Showing you aren't too busy People doing what they say they are going to do Staff and services taking time to listen and understand Provide effective and timely support and treatment Treatment to be based on positive outcomes Environment that is welcoming and promotes confidence (not run down etc.) To be listened to on opinions of treatment, given options Allowed to be given time to move away from care To be communicated on what is going on when in care/treatment on regular basis - to avoid isolation Make conversation (ease's patient anxiety) Talk calmly, politely SMILE Offer food/water Quick service Don’t delay telling the patient any news Attention to and provision of better and outstanding levels of and standards incorporating customer service this has a number of domains including:Advice listening Empathetic attitude Non judgemental attitude Respect Politeness Friendliness Person centered approach Clear non-jargon approach Ensuring care plans involve the patient and their carers and include all factors which affect care/treatment Compassion Respect for diversity and difference Auditing and benchmarking of care Clear regular evaluations of care pathways Listened to treated as an individual not a diagnosis or symptom - recognise I have a life outside of my healthcare Quickly fix the things that are going "wrong" (complaints) Have regular focus groups with "Patients" and "Carers" about their experiences (quality) (Safety) Involve more In improving the services From my own point of view I cannot really fault the actual treatment I have received over the past couple of years and I am not sufficiently acquainted with any other areas I am not directly involved with to sufficiently acquainted with any other areas I am not directly involved with to suggest "improvements" Stop Rip-Off car parking - charges perhaps? More responsiveness to patients cries in wards? Open communications Seminars Listening to the people Operating best practices from the private sector Pay staff more, give positive feed back to NHS staff which will give them positively which will then translate to the patient and improve relations Staff Retention Keep people updated Have opportunity for people to give feedback To explain treatments and procedures To try staff in diversity and to inform them to provide opportunities for staff to access information with ease relevant to patients to provide opportunities for staff to access information with ease relevant to patients To provide clear procedures in treatments/admissions Communication still !! Ongoing Give public praise where due (boards etc.) Speed up waiting times when possible More GP appointment (longer hours? Evenings etc.) Follow up appointments Make A&E a triage system - 1 Department rather than being stuffed back and forth. Walk in clinic attached to A&E? My wishes being listened to even if they are not possible at the time Know that I know myself and so my concerns about treatments etc. are valued Have to know what is happening as it happens Consideration given to my home and personal circumstances As much choice as possible being given to me! Faster and quicker service Kept in contact to know what happening/how long you will be waiting for service working with the same Doctor Make an effort to keep information available - again communication based A friend or relative aware/present over light; comfortable chair/bed Help with physical care: sensitively given Good listening skills Drink i.e., water, food easily reached from bed or chair Clear explanation of treatment Spiritual/faith/respect for 'religious' differences = support Respect and dignity Understandable - 2 way communication again! Provide relevant and up to date training/procedures Employ people who want to be there Remember the Hippocratic oath Listen to patients ideas and complaints Understand the patient and their needs fully Take time to reflect on what has worked and not work Treat patients with respect To fasten service for Doc. Appointments Communication faster between hospital and surgery - doc Respect patients Train staff to have better knowledge, being more friendly Quicker - shorter waiting times Easier - don’t have to be referral by GP always Modernise the system, from machines to training Speed waiting time Mobile clinic set up around community's Have open days if these are not done already more events like this perhaps Q1 TOP 3 Reading Town Hall 2nd October How can we make sure that you feel valued and cared for when you are in our trust? Q2 TOP 3 Reading Town Hall 2nd October Q3 TOP 3 Reading Town Hall 2nd October How can we keep improving our services? How can we work together with you and your community more effectively? Q1 Individual Answers Reading Town Hall 2nd October Q2 Individual Answers Reading Town Hall 2nd October Q3 Individual Answers Reading Town Hall 2nd October How can we make sure that you feel valued and cared for when you are in our trust? How can we keep improving our services? How can we work together with you and your community more effectively? That I would be listened to in my time of need, so I could receive the best treatment. Timely response in emergency Personal Rapport with the staff Customer friendly Passionate staff Empathetic staff Competent staff Professional Staff Views of user considered Friendly staff To be listened to in order for the doctor to understand my issues without wishing (as I experienced in the past) To be looked often without obstacles such as bureaucracy and future issues to be in the way of my full recovery thee aim should always be the well being of the patient To trust people with the respect and not seen as just someone ill who needs to be looked often Don’t be scared to be PIONEERs in the field. Sometimes fresh ideas work best Compare KPIs/Performance with other leading counties and use them as a benchmark! More accessibility to GP's and NHS priorities Be tougher on time-wasting patients Value NHS staff Q1 TOP 3 Reading Town Hall 2nd October How can we make sure that you feel valued and cared for when you are in our trust? Q2 TOP 3 Reading Town Hall 2nd October Q3 TOP 3 Reading Town Hall 2nd October How can we keep improving our services? How can we work together with you and your community more effectively?
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Enjoy Weekend Trips to Washington DC
Enjoy your weekends and visit to the most awesome places to make your day special.Visit at our website to explore more in detail.
For More Info : http://www.walkmytown.com/tribe-events-city/washington-dc/