Experience of Care Week
26 Apr 21
This week we celebrate the work done by NHS teams nationally to improve the experience of care for service users. At HPFT we understand the importance of listening to the people receiving our care and over the last year we have received:
- 2,442 Having Your Say surveys and Friends and Family Test surveys
- 1,321 compliments
- 932 enquiries to the Patient Advice and Liaison Service
- 342 complaints
We continue to ask service users and carers for their feedback which will help us to understand what is good and what needs to improve ensuring that we continuously improve the care we provide.
You can send compliments to: email@example.com
We encourage anyone who has received care, or is supporting someone to receive care to complete a Having Your Say survey, or Friends and Family test survey. Although we have reduced the use of paper surveys over the last year, the Experience Team can provide you with electronic links to all surveys; we can also provide you with Quick Response (QR codes) for people to scan with their smartphones to give feedback. Please contact the Experience Team for further information at firstname.lastname@example.org
A fabulous new addition to our electronic surveys is the introduction of language translations. Once you click on the link, the survey will ask which language you want to complete the survey in, the link will always default to English but most languages are available and if you can’t see one that you need let the Experience Team know and it can be added for you.
The Patient Advice and Liaison Service (PALS) is available for service users and carers for advice and information or to log informal concerns, the email address is email@example.com and phone number is 01707 253916.
Complaints can be registered through the same phone number 01707 253916 or by emailing firstname.lastname@example.org. The team will talk through the individual’s concerns and explain how the complaints process works.