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Patient Experience Team leave alot to be desired

Story from nhs.uk

"Patient Experience Team leave alot to be desired"

About: Leeds and York Partnership NHS Foundation Trust

The care I received was awful. The complaints team took over 30 working days to resolve my complaint.

I went to the SUN network question and answer session, and it just highlighted how unwilling the trust is to engage with its users.

At the most basic level attempts to engage with service users should not exclude key groups of people you serve. Everybody deserves to be heard.

The online sign up did not outline the schedule or suggest lunch was optional. How would this be perceived by those with eating disorders or those on the autistic spectrum who might not like unknown things?

Timing...a large part of your service user group is working age adults, this means a significant portion will be working, and it lasted till 3pm, further excluding parents who may have children to pick up.

The laughter exercise was poorly considered. I was sitting next to a woman who said she had social anxiety and she found it uncomfortable.As person with schizophrenia I found it scary and I was paranoid the whole room was laughing at me.

Other attendees obviously found it useful and benefitted, but I just feel that the patient experience team should be more aware of the patient experience.

The trust needs to engage with all service users, and this means considering ways to not discriminate against some groups.

My care was poor, and the people that can help improve care (PALs, complaints team, patient experience team) are tragically bad.

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Responses

Response from Linda Rose, Head of Nursing and Patient Experience, Nursing Professions and Quality, Leeds and York Partnership NHS Trust 5 years ago
Linda Rose
Head of Nursing and Patient Experience, Nursing Professions and Quality,
Leeds and York Partnership NHS Trust

Submitted on 16/10/2018 at 12:55
Published on Care Opinion at 16:18

picture of Linda Rose

Hi

The Patient Experience team were really disappointed to hear your thoughts on the running of the annual SUN Question time and hope that through the following response they can clarify some of the points you raise and use your feedback to make appropriate improvements at the next event..

The event was an open invitation set up to engage with all Service users, carers, members of the Public and our stakeholders. We hope that no one felt excluded from the invitation which was managed through Eventbrite, direct mailing, and individual telephone contacts made by the Patient Experience Team for those without access to the internet.

Several service users also opted to contact the patient experience team directly.

Lunch was always optional and we had requested that people contact us with their dietary requirements. Eventbrite had listed the options available and we had also discussed the options with the caterers. A small number of people did make contact with us to let us know their dietary requirements but we accept that we could have provided more clarity to help people to plan their choices. We will ensure that where lunch is served in the future we will be clearer about explaining this.

We'd also like to apologise for the schedule not being advertised and this is something we also will rectify in future and we do appreciate that we will have to think more flexibly about making the timing of the event inclusive of working adults.

We had hoped that people would feel comfortable in the environment provided. The laughter exercise was a way of facilitating helping people to feel relaxed and we had outlined this in the agenda for the day. Please be assured that there was no intention to cause any anxiety. In the future we will ensure that we are clear about each exercise which will allow people time to opt out.

This was one of our biggest events and you've pointed out a number of areas of improvements that we are really grateful for. We are growing a new team and hope that people can support us if we haven't quite hit the mark yet. We are passionate about everything we do and we will use your feedback to learn and improve as part of our new journey.

Further, if it would help, we would also be happy to meet with you to discuss further.

With kind regards

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