We understand that services which listen to and act on feedback are better at meeting people’s needs and helping people to recover.
We are committed to listening and responding to the experiences of patients, service users and carers. Your comments help us to improve our services for everyone.
We publish as much feedback as we can (ensuring the person who shared the feedback, and the patient if that’s a different person, remain anonymous). We think it is right to be honest about the experiences people have when they are cared for, or have a loved one cared for, by our services.
We have a dedicated feedback website called Your Feedback Matters, where you can see feedback shared by other people, and share your own.
You can share your feedback with us in a range of ways:
Your Feedback Matters - Answer the survey on our dedicated feedback website and see how feedback is being used to improve care.
Care Opinion - Share your story on the national NHS feedback website or read other people’s stories.
Patient Experience Team - Get advice about your treatment or the treatment of a relative or friend.
Use your lived experience - Help us to improve care by sharing your experiences and volunteering your time and views.
Your feedback is taken seriously. We will act on it wherever we can, and do what we can to let you know what we have done.
All of our services are expected find a way to get feedback from their service users and their families or carers. They can do this in whatever way they feel is most effective and best suits the people they care for.
Our dedicated Involvement, Experience and Volunteering team advises on and help services to collect feedback, and then they analyse and publish the feedback on the Your Feedback Matters website. They also work closely with services to ensure that they act upon feedback wherever they can, and of course, that they celebrate and share when you say thank you.
Every six months, services write a report to demonstrate what they have changed as a result of your feedback and your involvement.
The Trust’s Board of Directors receive a report every month which tells them what service users and carers are saying about our services, and what is being done as a result. This report brings together the recurring and significant issues and compliments from service user and carer feedback about the Trust, and looks at one of our services in detail every time.
We also hold various meetings such as:
These meetings review patient and carer feedback in specific services, or across the Trust, and it’s here that decisions are made about what should be done as a result.
Every meeting has representation from patients and/or carers. If you would like to know more about these meetings, and perhaps get involved, please read more about using your lived experience and volunteering.
If you share your feedback on the Care Opinion website, someone from the service on which you are commenting will post a response to your feedback and Care Opinion will notified you by email (this is still anonymous, we do not see your email address or any personal details).
If you complete our service user/carer experience survey online or on a form we are not able to respond directly to you because this is an anonymous way to share feedback with us. However, we encourage all services to share what they have done as a response to all feedback by displaying ‘You Said, We Did’ posters or by sharing an update on our Your Feedback Matters website.
You can read the reports that go to our Board of Directors, in which we share how services are responding to feedback and what is changing as a result.