Learning from feedback
How We Learn from Feedback
As a Trust we are aware that we need to continually work on improving the services we provide. This helps us to ensure that we are meeting the needs of our patients and the public so that they receive as positive an experience as possible. We are dedicated to listening to everyone’s experiences and views, positive or negative, and then using this information to make changes and improvements to the services we provide. We receive this feedback in a large number of ways, including:
- Complaints
- Compliments
- Concerns
- Patient and User Surveys
- Patient Stories
- User Group Feedback
- Local Involvement Networks
- Infection Prevention Control Audits
Firstly, all of the information received from this feedback is looked at separately to try and spot any obvious areas that need attention. For example for each concern and complaint, lessons learned and actions taken must be identified during the investigation, with designated staff responsible for these actions within a set timeframe. These actions are logged on our system and are monitored for completion by the Complaints Manager, in order to ensure that lessons are learnt and the learning loop is closed.
Every two months data from all types of feedback are taken to the Trust’s Clinical Audit and Patient Experience Group. This group is responsible for looking at all of the information from feedback and comparing it with our current services. From this we are able to plan actions and changes that will help to make a positive difference.
The Clinical Audit and Patient Experience Group is an Assistant Director-led group with the aim of ensuring that the Trust learns from patient experience and user feedback. All feedback and experience are presented at this group, which has strong clinical management attendance. The group reviews all of the reports and recommendations and make decisions on what work will be carried out to improve our services.
To date, work has been carried out regarding the quality of clinical assessment and the re-development of the clinical supervision policy, as well as a review of issues regarding attitude and communication across all areas of the Trust. As a result training is being developed that specifically targets the issues that the Trust faces.
Infection Prevention Control (IPC) Audits
The Trust also works with the User Group and representatives of the Primary Care Trusts to influence how it makes decisions around topics such as Infection Prevention and Control. As part of this process, vehicle cleanliness audit forms were recently changed to reflect findings from audits undertaken by them. For more information on this, please visit IPC.
