Patient experience highlights:
We recorded receipt of 1,397 compliments from the period April 2019 to March 2020 which is nearly double the figure reported last year.
We thank you most sincerely for all the care and exceptional kindness shown to mum and to us. You enabled Mum to die peacefully in her own home, in her own bed and with us all. Thank you. Community Nursing – City One Team
What our patients tell us about our services helps us to get even better, and we use feedback to understand what we’re doing well, and where we need to raise our standards. That's why we use a range of methods of gathering patient and carer feedback, including the Friends and Family Test (FFT), Patient Opinion, patient and carer surveys, focus groups and Patient Stories.
Everyone was extremely caring and supportive, not only to my husband but also to myself and my family. We will always remember you all with kindness and your dedication to how hard you all work. Words are not enough to express our thanks. You looked after me as much
Our Patient Experience team supported and encouraged localities highlighting the importance of recording compliments and how this can help staff engagement and well-being as well as being a marker for the quality of care. Here’s some of the patient feedback we received this year: I just wanted to express my thanks to you all for your support at yesterday’s meeting. I am absolutely overwhelmed at the professionalism and perseverance of everyone involved who clearly have our son’s best interests at heart. The fact that he has a platform to express his feelings and that he feels listened to is clearly very important to him. He looked extremely happy at the outcome yesterday after the meeting so hopefully we have made the best and right decision for him. Thank you again, we are truly blessed that our son is surrounded by such a fabulous group of professionals. Community Learning Disability Team
I attended a rehabilitation course at North Walsham earlier this year and I just want to let the team know that I’ve just completed a half marathon in 4hour 37 mins….I just wanted to send my heartiest, heartfelt thanks to the Pulmonary Rehabilitation Team, and thank you, you know, it’s been amazing. Pulmonary Rehabilitation – South
as my dad. Thank you. Priscilla Bacon Lodge
Between April 2019 and March 2020 NCH&C received 10,000 responses to the FFT, with over 15,000 positive comments given. The overall percentage of patients recommending NCH&C (extremely likely or likely) was 98% which has been maintained for the past five years. Overall there were not as many responses received as the previous year but just as many comments.
When *** arrived at Caroline House he was very depressed, deep fatigue, weak, unwilling to communicate, closed down and unable to move his limbs on his right side BUT you have ALL helped *** achieve so much, he is definitely far from that person now and so able. This is all because of you all. We will always be so grateful to you all for all the support that you have given him. So thank you so, so much you truly are the most amazing people that we have ever met. Caroline House
Thank you so much for helping me through this wonderful and absolutely fantastic journey. When we first started this before Christmas, I never thought for one single second that 6/7 months later I would be standing with minimum support and only relying on a walking stick, comparing with the last 22 years. Specialist Neurology Team – West
NCH&C ANNUAL SUMMARY 2019-20 23
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