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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.

 Feedback card for the Out of Hours service Feedback card for the urgent care at home service

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.

Feedback business card

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.

hello my name is logoTo 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

Cover image of Translation leafletWe 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.

My Hospital Passport for autistic people

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.

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