Willen Hospice In-Patient Unit Patient, Family and Friends Survey

Transcription

1 Willen Hospice In-Patient Unit Patient, Family and Friends Survey Distributed: January March 2016 Report: March 2016 Caroline Loxton

2 Introduction The in-patient unit (IPU) patient, family and friends survey is an optional questionnaire to be completed by those who wish to share and/or comment on their experience of their admission at Willen Hospice. Questionnaires are displayed on the whiteboard within each patient room, as well as by the noticeboard in the in-patient unit corridor, next to the most recent report. This questionnaire is not distributed on a compulsory basis, thus the response rate is affected by bed occupancy, willingness to participate, patient condition and appropriateness of encouraging those who are grieving or bereaved. This quarter s responses were received between 16 th December 2015 and 30 th March Thirty questionnaires were completed. Subsequently the following graphs are based on a percentage of the thirty in-patient unit questionnaires received. 2

3 How likely are you to recommend our IPU to friends and family if they need similar care and treatment? Extremely Likely or Likely Who completed the survey? Friend Patient Relative 3

4 Communication t Answered Were you informed about your condition? Were you informed about your treatment? Did you find staff easy to talk to? Were staff courteous at all times? Personal care t answered Were you given all assistance needed? Were you involved in planning your care? Were you given help in a timely fashion? 4

5 Pain Management t answered Were your pain/symptoms controlled during admission? Did the staff respond to your need for pain relief in a timely fshion? Privacy and Dignity t answered Did you feel you had enough privacy? Do you feel your dignity was respected? Did you feel that there was privacy during personal conversations? 5

6 Hygiene Did you feel that the Hospice was clean? Did you observe staff washing their hands? t answered Food and Nutrition t answered Did the menu offer enough choice? Were your personal dietary requirements mets? 6

7 Emotional, Spiritual and Religious Care Were you able to see our Hospice Chaplin or a faith/religious leader of your choice if you so wished? Were your concerns and feelings recognised and addressed by Hospice staff? t answered Positive Comments Thank you very much for the love and care my Mother received in the Hospice the whole family are very grateful I can t fault the care and kindness that my father has received during his stay at Willen Hospice from every member of staff cook, nurses and doctors. I feel reassured to know that he is being so well cared for during the final days of his life. Thank you all very much I think the Hospice is lovely, warm and friendly. It is very special and I want my husband treated here whenever his illness returns. Thank you so much for your care and treatment of him I would like to thank you for my excellent care during my stay here. The staff were always smiling and attentive and nothing seemed too much trouble. Thank you Care for my Mum was at a very high level. Thank you Thank you very much for having taken care of my late father so well with lots of compassion. Everyone was extremely kind and treated my father with dignity and respect. I was also grateful for being able to stay overnight by my Dad s side. t only were the patients cared for, but their friends and family too. I hope one day hospitals and care homes can have the same level of care that you have shown. Thank you The care my Nan received at Willen was excellent 7

8 A truly outstanding Hospice, with wonderful care of both the patient and relatives. The kitchen produced excellent quality food thing seems too much trouble, I feel I m able to go home and relax knowing Dad is being looked after. Thank you Willen Hospice and it s staff should be held as an example of how care should be administered- not just to the patient, but the complete family. There cannot be a better health establishment in the country I was very well treated and looked after by the nurses who were helpful in every way. They looked after me with kindness and consideration Peaceful calm environment and everyone very kind and helpful at all times Concern, compassion, caring were all things that the NHS failed me. I was lucky that Sharon Knight (CNS) from Willen was there to help as a real point of contact and able to cut through the bureaucracy and get things moving. The NHS could learn a lot from Willen Throughout Mum s stay here at Willen she has always been treated with dignity, compassion and kindness by all staff both nursing and auxiliary. Mum has always been given the time necessary when explaining treatment and possible changes in her condition or her medication which has allowed her to continue to still feel she is in control which has been most important to her. Our experience has been exceptional The care my Nan received at Willen was excellent I cannot fault Willen Hospice and all the volunteers and staff. Such a calm atmosphere at Willen, super in such personal sad circumstances The staff and Hospice have been a rock for me. I returned home for day release, which worked well for me. Everyone was clean and tidy and worked efficiently Have come to visit a friend so can t answer all the questions but very impressed by what I have seen. You do amazing work. Thank you Negative Comments The menu was lacking obviously when staff were on holiday i.e. Bank Holiday, Christmas, New Year and I had lost my taste buds 8

9 Summary This quarter s response rate has been even greater than previous reports, and provides more evidence of the high standard of care provided during IPU admissions. All constructive comments from the previous report were reported to each appropriate department. The negative comment regarding the lack of food options during the holiday period has been noted and passed on to the catering department for discussion. Positive feedback continues which is further emphasised by the reassuring comments provided by patients and their relatives and carers, on their satisfying experience of the inpatient unit. Additionally, the large sample of Thank You cards (copies attached) received from patients and families this quarter are very motivating. Recommendations for next quarter Continue to support all IPU staff to make the surveys known and encourage completion by patients, relatives and friends when appropriate. 9