You Said We Did
You Said, We Did
We welcome and regularly seek feedback, comments and suggestions from our patients and service users so that we are aware of what we are doing well and what could be improved.
Below are some of the actions we have undertaken in response to public feedback.
Home visit information cards
At our public engagement event, several patients identified that it would be reassuring for them to have some information following a home visit. We have taken this on board and produced an information card, which the visiting clinician leaves following each home visit. This card also enables patients to provide feedback about the service they received by completing the detachable feedback and returning it in the prepaid envelope provided.
Since receiving further feedback, this card has been further improved in 2018 by including an option to complete the feedback online. And we have also created a similar information and feedback card for our Urgent Care @ Home service, which also includes an option for providing feedback online.
Plus we have produced a new business card style design which includes a scanable QR code for easier access to the online survey.
Knowing the name of the person I saw
We often get compliments for our staff, however occasionally a patient will not be aware of the name of the clinician who treated them and will request this information.
To ensure that this information is readily available to patients at the time of their interaction, we have purchased name badges for all of our clinical and patient facing staff. This includes all clinicians, receptionists, drivers and our response team.
Find out more about why we're supporting the #hellomynameis campaign.
Information about translation services
We have always had a telephone translation service. However we acknowledge that this was not clearly advertised to patients on their arrival to our bases. We have now created a leaflet which explains that we offer a translation service in seven of the most commonly spoken languages across Wiltshire.
In addition to this, all of the languages available on our translation service are listed in both the English and the corresponding language within the leaflet, enabling patients to select their language easily by showing the clinician which translation service to request.
Effective communication skills
Following a complaint (in Swindon SUCCESS clinic) whereby the mother of a patient with Autism did not feel that the clinician communicated effectively, we have introduced a number of initiatives raising knowledge and awareness off communication with patient facing staff. This has been a two phased approach with dedicated training implemented for both receptionists and clinicians.
We have also introduced the 'My Hospital Passport' from the National Autistic Society at both our Swindon clinics. This is a resource for people with autism who might need hospital treatment and is designed to help people communicate their needs to doctors, nurses and other healthcare professionals.
Changes to the Complaints Process
Following feedback received from Service Users about our Complaints Process, we have made the following changes:
|
Change |
Aim |
| Upon receipt of complaint (written or passed on from a staff member) complainant is contacted by telephone to obtain more information. |
To enable the Complainant to have an opportunity to share more information. To feel listened to. To agree what their main concerns are. To agree the timescale for the complaint response. To have the opportunity to choose how Medvivo respond to their complaint i.e.: 1. Satisfied that we will carry out a full investigation and we will learn from what happened OR 2. Receive a full written response of the findings of our investigation. |
| Ensure the patient information leaflet about the complaint process is sent out with all complaint acknowledgement letters. | To enable the Complainant to have a full understanding of what to expect from the complaints process and to have a confirmation of the agreed timescale in writing. To be informed of local Advocacy Services & Patient Advice & Liaison (PALS) contact details, should they need any assistance with their complaint. |
| Complaint response to describe the full investigation process together with the answers listed in response to their specific concerns identified on the telephone at the beginning of the process. | To enable the Complainant to see the complaint has been taken seriously and the investigation has been thorough. We aim for the Complainant to also feel listened to by receiving specific answers to all the concerns they have raised. |
| Complaint Lead to authorise all complaint responses to ensure consistency of content, approach and to ensure the investigation is complete. | To enable the Complainant to be reassured that quality checks have been made to ensure the complaint response is fair, reflects their main concerns and feelings about what happened. |
If you have any comments or suggestions about how we could improve our service, please complete our Feedback form. Thank you.
Latest News
-
Our Spring issue contents latest news and updates, including: An introduction to the Mobile Care service The TSA Quality Standards Framework Meet members of the Mobile Care team Risk...
15th Apr 2022 -
Season's greetings from the Medvivo team with an end of year round up of latest news and updates, including: An introduction to the High Intensity User (HIU) Service Meet the HIU Team...
24th Dec 2021 -
The NHS continues to deal with immense pressures on the health system across the country. From the seasonal issues that come with winter to the ongoing fight with the latest coronavirus variant...
22nd Dec 2021 -
Catch up with the latest news and updates from Medvivo, including: COVID Oximetry at home and Virtual Wards Meet a Clinical Responder Ask Medvivo Let's Keep Life Moving Compliments...
09th Sep 2021 -
Medvivo wins two highly commended awards at the global Interact Excellence Awards 2021. We are delighted to announce we have been recognised in both the Best Offline Worker Strategy and Best...
20th Jul 2021 -
Remote monitoring services to improve patient care during COVID-19. Since November 2020, Medvivo has been working with stakeholders across Bath and North East Somerset, Swindon and Wiltshire...
01st Apr 2021 -
A new clinical leadership role to support our growing team of clinicians. Medvivo continues to rapidly expand with new staff coming into the organisation as new clinical roles are introduced...
31st Mar 2021 -
The latest newsletter includes: Video consultation service Meet the Medical Director COVID Oximetry at Home Remote Monitoring Service Think 111 First Wellbeing Tips for Winter Recognition...
17th Dec 2020 -
The NHS is changing how people access urgent and emergency care across the country. They are making it easier and safer for patients to get the right treatment at the right time and aiming...
04th Dec 2020 -
Today, Wednesday 14th October 2020, is the third annual Allied Healthcare Professionals (AHPs) Day. As mainly degree level professions, AHPs are professionally autonomous practitioners. 13...
14th Oct 2020 -
We are delighted to share the first issue of our new quarterly patient-focused newsletter. Please do read and share with your friends and family. If you have any feedback or suggestions for...
18th Sep 2020 -
Virtual service user group set up to help influence and improve service user experience. Recognising the value of working with its service users, Medvivo has created a platform to encourage...
19th Jun 2020 -
Medvivo Group receives National Happiest Workplace Award following investment in staff professional and personal wellbeing. Medvivo runs the Integrated Urgent Care (IUC) contract for Swindon...
29th Nov 2019 -
Clinical Education Event - a free event for clinical staff at BMI The Ridgeway Hospital, Wroughton. Tuesday 19th November18:45 - 21:00 We are delighted to welcome two guest speakers from...
22nd Oct 2019 -
Organised with BMI Healthcare, we are delighted to have Dr Emma Frampton, Medical Director at Dorothy House, as our guest speaker, and one of their specialist nurses. Tuesday 1st October19:...
20th Sep 2019 -
The Care Quality Commission has rated the quality of care being provided by Medvivo as Outstanding following a comprehensive inspection in January this year. This is a fantastic achievement...
16th Apr 2019 -
Clinician’s Education EventWednesday 27th February12:00 - 16:00 Hathaway Medical Centre,Middlefield Road, Chippenham SN14 6GT Our line up of speakers covers a range of areas and is now...
28th Jan 2019 -
Staff support new initiative with donations to help service users enjoy the festive season. Our Response Team is often called to people who have little or no food in the cupboard and no family...
04th Jan 2019 -
NEWS training helps responders identify acutely ill patients, particularly those who may be deteriorating and need urgent clinical attention. The Allied Health Science Network (AHSN) has been...
26th Nov 2018 -
It is pancreatic cancer awareness month. To support the campaign, we have been sharing information with staff during the month with one member of staff sharing her own personal experience of...
23rd Nov 2018 -
Urgent Care in Bath and North East Somerset 11 December 20187pm-8pmMidford House, St Martins Hospital BA2 5RP Who should attend? GPs who do not currently work for BEMS at the Bath...
12th Nov 2018 -
Looking after our mental health is just as important as our physical health. If you were to get injured or fall at work, a First Aider would be called upon to help you. In a similar way, when...
10th Oct 2018 -
Clinicians talked about surgical issues experienced in their in and out of hours roles. The latest in a series of Clinician Education events that we co-host with BMI Healthcare featured a symposium...
17th Sep 2018 -
From Complication to Calamity Managing post-operative patients in the community Date: Thursday 13th September 2018Time: 18:45 - 21:00Location: Medvivo, Fox Talbot House, Unit 4 Greenways Business...
01st Aug 2018 -
On Wednesday 16th May Medvivo hosted its third education event entitled ‘Management of Urgent Gynaecology Problems in Primary Care’. This is a series of events which are co-hosted...
16th May 2018 -
This year has been one of the best (and busiest) in Medvivo’s history. Here’s a look back at our top ten news stories from 2017. 1. An outstanding CQC inspection Back in...
27th Dec 2017 -
As part of our rewards and recognition programme, staff are encouraged to nominate their peers for a Star Award to recognise when they have gone the “extra mile”. There are many...
22nd Dec 2017 -
BMI Healthcare and Medvivo invited GPs and NPs from across the region to join them for the first in a new series of GP Education Events. Medvivo was delighted to welcome Mr Allaaeldin...
20th Dec 2017 -
Managing Knee Pain and Knee Injuries in General Practice Date: Monday 5th March 2018 Time: 18.45 - 21.00Location: Medvivo, Fox Talbot House Unit 4, Greenways Business Park, Chippenham...
10th Jan 2018 -
It’s Migraine Awareness Week this week and despite 8 million migraine sufferers in the UK, awareness of the condition remains low. Migraine is a complex condition with a variety of symptoms...
06th Sep 2017 -
The work of our mobile carers is vital when it comes to providing help at home, whether that’s for care, support or reassurance at all times of the day or night. We have a team of carers...
22nd Aug 2017 -
As a health and care services provider, we are delighted to announce that Medvivo is boosting its clinical technology offering through the acquisition of Expert 24, a global developer of customised...
01st Jun 2017 -
As a provider of health and care services in the community, we ensure our staff are regularly trained so they are equipped and able to cope with patients or service users, whatever condition...
19th May 2017 -
Medvivo has been building a reputation for delivering a range of high quality and person-centred care services since 2004. The Telecare Alarm Monitoring Service is a growing part of that business...
12th May 2017 -
Today, which would have been Florence Nightingale's 197th birthday, is Nurses' Day; a day which celebrates the great work of nursing staff around the world. While we join in the celebrations...
12th May 2017 -
Medvivo provides Wiltshire’s GP Out of Hours service as well as a range of other health and care services. The main office is based in Chippenham, with services being operated from bases...
08th May 2017 -
With a vision to achieve excellence in the delivery of care through the provision of person-centred health and care services, as an employer we are equally committed to providing a healthy and...
05th May 2017 -
Medvivo, the organisation which provides Wiltshire’s GP Out of Hours service as well as a range of other health and care services, has been rated “Outstanding” by the Care...
21st Apr 2017 -
Child sexual exploitation (CSE) is a form of sexual abuse that involves the manipulation and/or coercion of young people under the age of 18 into sexual activity. The National Child Sexual...
16th Mar 2017 -
Today is No Smoking Day and marks the start of our latest internal health and wellbeing campaign which focuses on smoking awareness. No Smoking Day has been around since 1983, when it...
08th Mar 2017 -
We are proud to support the "#hellomynameis" campaign and our staff wear their badges to serve as a reminder to introduce themselves whenever they come into contact with patients and service...
24th Jan 2017 -
Last week we launched our new Mobile Telecare service at an event hosted in our Medvivo Careline office in Dorchester. It was an invitation-only event for organisations and partnerships in the...
06th Dec 2016 -
Mobile telecare gives everyone the confidence to live how they want without feeling confined to their own home. Telecare, sometimes known as lifeline or pendant alarms, is a...
30th Nov 2016 -
It’s the time of year when, if you haven’t already had it, you should be thinking about getting the annual flu vaccination. It is just one of the ways to make sure we stay well during...
30th Nov 2016 -
The Mobile Carers at Medvivo are a team of highly trained social care responders who visit customers or service users in the home. Following a call into our Telecare Alarm Monitoring Centre...
02nd Dec 2016 -
Tomorrow is the start of the annual leading Technology Enabled Care (TEC) and digital health sector event. We will be there on stand 21 to showcase our services and look forward to finding out...
17th Oct 2016 -
After retiring from the police force, I was looking for a part time job that was locally based and would help top up my pension. I’d previously worked for Wiltshire Medical Services so...
14th Oct 2016 -
When you start a new job, it can be a daunting prospect to get to know the business and the services it provides. At Medvivo, we pride ourselves on making new members of staff feel as welcome...
13th Oct 2016
Your login details have been used by another user or machine. Login details can only be used once at any one time so you have therefore automatically been logged out. Please contact your sites administrator if you believe this other user or machine has unauthorised access.