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"Nothing happens when you mention things in forums"

About: St Andrew's Healthcare Birmingham / Hurst

(as a staff member posting for a patient/service user),

I feel I didn’t have a voice and decisions were made for me. I was backed into a corner and feel that I shouldn’t have come to St Andrew’s in the first place. There has been a disconnect in the hospital when reporting to different forums. Nothing actually happens when you mention it. The stretch and tone sessions and the sports sessions are very good. I feel some of the MDT team make decisions for me without speaking to me.


Response from Sophia Feurtado, Head of Patient Experience, Quality and Governance, St Andrew's Healthcare 4 years ago
We are preparing to make a change
Sophia Feurtado
Head of Patient Experience, Quality and Governance,
St Andrew's Healthcare
Submitted on 24/11/2016 at 13:33
Published on Care Opinion at 13:39

Thank you for sharing your experience with us. I am sorry to hear that you feel you do not have a voice and that decisions are made for you.

At St Andrew's we want to make sure that all patients have a voice and that you shape and influence your care. If you feel you are not being listened to, one suggestion is that you speak with the advocate who may be able to help. The contact details are on a poster on your ward, the advocates drop into the ward or a member of staff can contact the advocate for you.

We are aware that we do not always get everything right therefore, we have a new patient involvement strategy which sets out our plans to make improvements in this area.

We expect our staff to listen to what is important to the individual so that care planning reflects your needs. We are also using patient experiences to improve our services, so your feedback is very welcome and invaluable.

In terms of your comments about forums, I am unsure which forums you are referring to, however I do know that there are a range of patient forums in place, some function really well, while others need some work. It is important that actions are followed up and this is an area that we are looking to improve.

We do, however need patients to volunteer to become patient representatives and to co-produce, co-decision make and help staff find solutions. Often I find that the best ideas and solutions will come from you.

If you or any of your peers would like to hear more about our plans or indeed to become involved and help shape things, please contact or telephone 01604616006

Best wishes

Sophia Feurtado
Head of Patient Experience
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