Your Feedback is Being Heard!

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Update from Patient Opinion Subscriber Support Team

picture of Cally Bowman Posted by Cally Bowman, Patient Opinion Subscriber Support Officer

Sharing your feedback on Patient Opinion, no matter how small it might seem, is heard and can lead to a change. A lovely little example happened last week, when some parents shared stories about their experiences of attending “a family fun day during the Easter holidays” at Eastwood Children’s Centre.

Tina Hancock, Sure Start Children’s Centres Service Manager, listened to the feedback, discussed it with staff and posted a response to let the parents know that they were going to make a change thanks to the feedback. Tina explained…

“I have shared your comments on to the team about the food – and your comments have helped us to plan our next event where we will be offering an alternative catering arrangement that caters to more tastes” The staff have reviewed and evaluated your feedback which has led to a change to the way we provide lunch at our future events by providing a better timetable for eating.”

You can read the full stories and responses here: your-feedback-is-being-heard

This is great to see and goes to show that sharing even the small things can help make a difference for many people! Great work from Surestart and Notts Healthcare!

Have Your Say! Child & Adolescent & Perinatal Service Changes

Nottinghamshire Healthcare NHS Foundation Trust wants your views about proposed changes to Child & Adolescent Mental health Services (CAMHS) and Perinatal Mental Health Services

Please follow the link where you will find information about the ways people can feedback plus the meeting dates and surveys etc.http://www.nottinghamshirehealthcare.nhs.uk/our-services/local-services/have-your-say/

There are a number of ways you can find out more and let us know what you think: Come to one of our public meetings:

Wednesday 01 July 2015   7.00pm – 8.30pm

Sherwood, URC Community Hall, 1 Edwards Lane, Nottingham, NG5 3AA.

Tuesday 28 July 2015   5.15pm – 6.45pm

Central Library, Angel Row, Nottingham, NG1 6HP

Email: Elizabeth.allcock@nottshc.nhs.uk Tel: 0115 854 2283

Tell us what you think on Twitter: #ithinkCYPeri

More details are to be found on our website or follow the Facebook link

https://www.facebook.com/nottinghamshirehealthcare

Binta’s Blog Chapter 1 Communication & Social Media

Binta’s Blog Chapter 1

My name is Binta Jammeh. I am a Volunteer at the Involvement Centre in Nottingham and a Service User

I have  recently joined  a new  group about communication based at our Nottingham Involvement Centre. This includes communication about Involvement and what it is all about within the Trust.  Some of this communication is about feedback and the use of  social media. We met at the Involvement Centre, Duncan Macmillan House Nottingham. The meeting was led by Jonathan Wright , Involvement Centre Manager and Jane Danforth,  Involvement and Experience Officer for the Involvement Team and a group of volunteers.

The communications group meeting was significant as we talked about  how to get people to engage both online and in traditional ways when communicating information about what we do to involve people in our Trust services.

There was a discussion about Patient Opinion, an online independent feedback website which is an independent website about feedback from our services. It  helps the Trust to generate different ideas and make changes and improvements through stories left on Patient Opinion online. The feedback also shows where the Trust has provided a great service to service users, carers,  families  and friends. We also have a feedback website at the Trust called  ‘Your Feedback Matters’.

We discussed how  Involvement Volunteers and members of staff can work together as a team to build strong communication channels internally at the Trust and externally.

As service user volunteers, we can also set an agenda to influence how to reach people with the right information about the Trust and services by using social media and face-to-face communication.

I found the meeting very interesting and educating. I personally learned about the great services that are provided by the Trust and also the team work that members of staff and volunteers has brought together  to provide better services.

Binta Jammeh – Involvement Volunteer

Don’t apologise- it’s just feedback (by Chris Beeley)

I’m cross-posting this to my own blog just to bring together my two worlds of involvement and database programming, for those who are interested in technical matters I can be found here. Without further ado, a blog piece I wrote about a man feeding back in a pub and what the NHS might learn from it.

I witnessed a rather amusing event after a meal in a pub last week, but thinking about it the next day I thought perhaps there are some lessons in it.

A man approaches the bar after eating his meal, wishing to pay, and asks “Do you have a feedback form?”. It’s only a village pub, not the sort of place you’d really expect to have a feedback form. They look a little bit baffled and suggest he could email. Unperturbed, he rattles off three complaints, counting each off on his fingers as he goes.

They apologise, and he responds “You don’t have to apologise, it’s just feedback. But I don’t think I’ll be coming back”. And with that he walks off, presumably never to be seen again.

The incident stuck with me for a couple of reasons. Firstly, he clearly felt quite irate. His complaints, to be honest, were pretty valid and I basically agree with most of what he said. I had a pleasant evening myself so will be going back, but he was essentially spot on with his assessment of the experience. Despite being irate, however, he clearly had no desire for an apology, since he dismissed the offer of one.

Secondly, because he felt irate, the whole experience was quite uncomfortable for everyone. You could see the bar staff (all junior in age and seniority, the manager being inside the kitchen somewhere) were quite taken aback at his manner and didn’t know quite how to respond.

Thirdly, although he clearly wanted to feed back, and didn’t even seem necessarily to want to vent his spleen in person (given that he first asked for a feedback form), he wasn’t really interested in improving the venue for his own benefit (as regular customers might) since he vowed never to return.

So what can the NHS learn from all this? I think there are a few lessons.

Firstly, although feedback forms are often criticised for being impersonal, it’s clear that in this situation it would have helped the staff by removing them from this confrontational situation. The individual in question clearly didn’t want an apology, or compensation, or even to see improvements on their return, so feeding their very accurate impressions of the venue back on a form would have spared the staff the awkwardness of meeting this challenge face to face.

Secondly, it’s a good reminder that everybody has their own idiosyncratic relationship with feedback. Some people just want to have a rant at somebody and get it off their chest. Some people want to constructively engage and keep using a service and watch it improve. Some people just want an apology. Some people (as in this case) just have a good assessment to share and feel natural about sharing it on a form or face to face, and have no interest in apologies, or improvements, or anything else.

Thirdly, it just goes to show that good feedback can be found anywhere. It was quite a difficult situation and proved impossible to resolve face to face, with the poor old staff just looking uncomfortable, and the man disappeared into the night before they’d even replied at all. Nonetheless, he was spot on and I certainly hope that they do make all the changes which he suggested ready for my next visit.

What’s on at DMH Involvement Centre- June 2015

So what’s happening in June? Well first up we have our Volunteer and Involvement open day on Tuesday 2 June which will showcase volunteering opportunities and some of the projects we are running. Things like getting involved in interviewing, gathering feedback and volunteering on wards and how we support and provide training for this. We will also be showing two films we’ve recently made about The Story Shop and Challenging Your Mental Health Section, so popcorn at the ready.

The rest of the month we have our newly formed Comms Meeting, the Ideal Ward Round project written about elsewhere on this blog, volunteers going along to Prospect House and talking to patients in a Forensic setting as well as the Tuesday Meeting every week from 1pm to 3pm.

The centre is getting busier and new projects are starting up around reviewing the complaints procedure for the Trust, so plenty to keep us busy.

Volunteers are also out and about this month, staring in a film to educate student mental health nurses about what it’s like on a mental health ward and taking part in interviews for new staff in the pharmacy, and lots more.

My experience on a ward gathering data for The Ideal Ward Round project

Hello my name is Eric and I am a volunteer at Rosewood Involvement Centre. We are involved in a research project called the “Ideal Ward Round”. This aims to analyse feedback from patients, carers and clinicians on their experience of ward rounds in acute mental health settings.

On Wednesday 8th April Richard, Tracy and I went to Orchid ward at Millbrook Unit, attached to King’s Mill Hospital, Mansfield.

We had four patients take an interest in filling out the questionnaire, one patient preferred to fill it out by herself because at the time we couldn’t find a private room straight away. Eventually we were given the use of the ladies lounge, although I felt that the staff could have been more helpful in this regard.

Here are some quotes from Richard on his impressions:

I found it a rewarding experience but very nerve-wracking. I put this down to shadowing for the first time on an acute ward. Eric, Carol, Ingrid and Tracey made me feel very relaxed and much more at ease by the end of the day”

The ward itself was open and homely with carpets throughout which I found comforting and the view of the garden from the common room was very nice”

The patients realised that we had mental health issues ourselves and lived experiences and this helped them be more forthcoming “

Overall my experience of the visit was that we gained valuable information and our meeting with patients was relaxed and candid.

Volunteering opportunities in Nottinghamshire Healthcare

We are looking for Volunteers:

  • Who can help us maintain a garden at the Woodlands unit, Highbury
  • Ward Visitors on our male inpatient unit at Highbury
  • Volunteers on the ECT suite at QMC
  • Tea Bar Volunteers at Millbrook
  • Feedback Volunteers – Trust wide

Please call us on 0800 052 1514 for more information or apply at https://do-it.org/organisations/nottinghamshire-healthcare-nhs-trust