What a January!
The numbers of people giving feedback about NHS Ayrshire and Arran via Patient Opinion is rising. As Patient Feedback Manger for NHS Ayrshire and Arran, I currently respond to most of NHS Ayrshire and Arran’s stories. For sustainability and maximum benefit to service users and our services, ownership of feedback will need to be taken at service level through time. Responding to PO posts in Lanarkshire is delegated to staff providing the service with great success.
Winter months, particularly December and January are often the busiest time for the NHS where it can be stretched to the limit and this can be when people are dissatisfied with the service. Extended waiting times and the knock-on effect of delays can blight our service users and staff. Concerns and complaints can increase, due to the high demand on the service. With this in mind, I was interested to see what January 2017 would bring via Patient Opinion.
As January progressed, I was intrigued, the compliments came flooding in. It is also proving to be a bumper month with posts in January 2017 of 36, compared to 28 in January 2016. The remarkable thing about these post, is that for the only month I remember, there were 83% which are complimentary (criticality 0) compared with 39% in 2016. This is generally around 50% of good experiences and 50% of the less good experiences.
One story stood out for me and it really showed staff person centred care at its very best. In my view, the staff were absolute saints, perhaps going well above what can be expected. The teams involved were in two wards in The Biggart Hospital, Lindsay and Drummond. The way they cared for a husband and wife was above and beyond anything we could expect or envisage. End of life care for the wife of one of their patients was second to none. You really need to read this story for yourselves; I couldn’t do it justice in a month of Sundays. So here is a flavour for it, it is a must read, must share story -
..... “ Most of all I am grateful for the opportunity to have spent the last nights of her life with her in my arms as we had done for oh so many years prior to her leaving for the nursing home.
The support did not end with my wife’s passing for to my heartfelt surprise the SCN’s also attended my wife’s funeral and the nursing staff are now continuing to support me through my grief still as a patient in Drummond Ward.
Thank You from the bottom of my heart for everything”.
To read the full story visit Patient Opinion via this link
Many other stories demonstrate the excellent care people have experienced this January, words such as
“I attended a&e after falling and splitting my knee rather badly. The nurse that helped me was absolutely fantastic. Nothing was too much for her. The care I got was exemplary”
“I think the care I had was excellent. ... The nursing staff, although extremely busy made sure that everyone was cared for. There are no negative comments, I am very very grateful for all that was done as far as my treatment is concerned.”
I was very apprehensive the first time I had to go to the eye clinic for treatment as it involved having an injection in the eye. However, I have now been to the clinic twice and, strange as it may sound, am now looking forward to my next appointment in a week’s time. All the staff at the clinic are absolutely magnificent, it is a great team and my treatment and care has been very very good. They are friendly and warm, reassuring and helpful with any questions or concerns you have”
Required a hip replacement...... Station 11 the staff were extremely considerate in my waiting time for operation.
.... all staff in pre op dept and all staff leading up to operation were very reassuring, ....... were all super brilliant and made my stay amazingly easy The nurses who tidied up and the cleaner were all so helpful. From My wife and myself I sincerely Thank them All, Believe me thank you is not enough for what they All did for my stay in hospital.
It is a real testament to all the staff to receive such praise, so consistently at a time well known for its challenges. I think all the staff should take a big pat on the back; this is truly amazing feedback at a time the service is possibly at its most stretched.
Well done to you all.
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Update from NHS Ayrshire & Arran
Posted by Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran, on