3.6 PATIENT & STAFF FEEDBACK We understand and acknowledge that it is not always possible to get things right first time, so we actively encourage feedback from the patient and our staff. This is analysed for learning and improvement, and where individuals are voluntarily identified they will receive a personal response. We view NNPC services from the patient perspective, via complaints, compliments, feedback and comments from patients, and we seek to implement feasible and beneficial ideas for service improvement. Service improvement to achieve the best quality of care forms a fundamental part of NNPC’s culture. We seek patient participation in service improvements, and to achieve this we provide patients with the mechanism to feedback and make suggestions. This includes patient questionnaires and complaints & feedback forms. Examples of patient and staff feedback we have received this in 2021/22: Community Gynae Service (CGS) Patients were encouraged to provide feedback via an online survey, with a paper-based version also available for those patients who preferred this media. 25 patients provided feedback equating to a response rate of 21.74%. Of the 25 patients responding, 23 patients scored the service as “Very Good” or “Good”.
Response options
No.
%
Very good
22
88%
Good
1 1 1 0 0
4% 4% 4%
Neither good nor poor
Poor
Very poor
0 0
Don’t know / can’t remember
Examples of ‘Feedback & Comments’ : ✓ “ Thank you so much for helping me calm down and holding my hand through the pain, it made my experience so much better feeling comfortable and cared for ❤ ” ✓ “ Very helpful and understanding, Thank you ” ✓ “ I was so happy with my service, I felt very at ease and welcomed, the staff were very understanding and made me feel very comfortable throughout. ” Example of ‘ What could have been done better ’ : ▪ “ Ask which gender of doctor the patient would like to see before the appointment if possible. ” ▪ “ It would have been handy to have known about more information about the appointment, such treatments could be provided on the day. I was caught off guard as did not realise. ” ▪ “ Perhaps a separate seating area as it is women’s sensitivity, and I was quite nervous and got there early ”
In response to these comments, any further commissioned community gynae services will take these comments into account.
NNPC Quality Account 2021/22
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