"Feedback from families"

I am a volunteer at St Luke's hospice in Kenton.

My evening starts with a tea round which I have found to be a good and informal way of assessing which patients or their family's would welcome some time talking to me or even listening to me.....

Last night I took the opportunity to ask family members for feedback ---positive or negative. I explained that their firsthand insights would help all  future hospice users.

Everyone was extremely appreciative of all members of staff, their care, compassion and professionalism. They said the hospice was accommodating and the gardens calm and beautiful ...I did then try and gently encourage them to share with me their thoughts about what could be improved or modified.

With reluctance they said......... 

1) the visitors chairs in the bedrooms are hard and uncomfortable, especially if you're sitting with a loved one for many hours. And if you're elderly they are more challenging as the don't have arms.

2) the family were not aware if and how to ask for a single occupancy room. They thought that if they could of secured a single bedded room, the transition from home to hospice wouldn't have been so disrupting for their loved one,

3)the family did not know how to arrange a viewing of the hospice prior to their loved one being admitted. They thought that if one family member was familiar with what the hospice looked like they could have prepared their loved one better prior to admission.

I must reiterate that all family's thought the above observations were minor when balanced with their overall experience at the hospice.

Thank you for taking the time and trouble to read my story.

With gratitude