Renacres Hall Hospital Patient Engagement Report

Transcription

1 Renacres Hall Hospital Patient Engagement Report Report summarising feedback from Patient Engagement activities between 5th November 2015 and 30th March V.2.3 V1.3

2 Introduction Healthwatch Lancashire is committed to listening to patients and members of the public to ensure their views and experiences are heard by those who run, plan and regulate health and social care services. This report summarises reviews from service users collected by Healthwatch Lancashire representatives. Hospital: Renacres Hall Hospital (Ramsay Health Care) Address: Renacres Lane, Halsall, Ormskirk Page 2

3 Methodology It is often those closest to the process who are best placed to give useful feedback on the way services work and how they can be improved. As patients and relatives are the ones who experience the process or service first hand, they have a unique, highly relevant perspective. Patient and relatives input into designing services can be invaluable as sometimes seeing services from their point of view opens up real opportunities for improvement that may not have been considered before. Representatives from Healthwatch Lancashire gathered experience surveys with members of the public from a number of areas across Renacres Hall Hospital. The surveys included ten questions requesting a rating, from 1 to 5, on a specific aspect of their experience along with additional comments, compliments and concerns. The following representative participated in the activity: Lynn Yates - Volunteer Aysha Desai - Project Officer (Lead) Ilyas Patel - Project Officer Page 3

4 Results Representatives from Healthwatch Lancashire listened to patients, relatives and carers from 20 departments, wards and clinics at Renacres Hall Hospital between 5th November 2015 and 30th March Patients and relatives rated the overall experience as: 4.6 WE SPOKE TO 71 PEOPLE 1 Poor 5 Excellent Ratings Summary: Care and compassion from staff: 4.8 out of 5 Medical treatment: 4.7 out of 5 Helpful information: Building and environment: 4.8 out of 5 Quality of service provided: 4.7 out of 5 Waiting time: Cleanliness: 4.8 out of 5 Ease of getting an appointment: 4.7 of out 5 Food: 4.6 out of 5 92% were patients 4.5 out of 5 7% were relatives 1% were carers 3.9 out of 5 Page 4

5 Comments The table below shows comments segmented by department, ward or clinic. Department/Ward Colonoscopy Cosmetic CT Scan Endoscopy Gastroenterology Gynaecology MRI Scan Ophthalmology Orthopaedic Comments received There s nowhere to leave your clothes once you get undressed as there are no lockers. I could have done with a shower after the procedure; I felt I needed one. The staff had cleaned me but I would have preferred to have had a shower. There are facilities available for a shower which weren t offered to me to use. I was told to leave my shoes and socks on. It would help if the hospital had said I could bring some slippers instead and a nightgown too. Three other people said the same thing to me whilst I was waiting with them. Excellent. No improvement needed. I waited for one hour but the consultant apologised and explained they were running behind time. My brother has been here and the service has been excellent. It s my first time here and I cannot fault the service in any way. I waited for over an hour from my appointment time. The only explanation I was given was that they were running late. Please improve waiting times. I waited for one hour but the NHS is fantastic. All the staff were very nice and kind. My treatment has been really quick from my initial appointment and I have now had an ultrasound and follow-up appointment. I had a very good experience. The car parking is inadequate and needs resurfacing. I had to park off the hospital premises as I couldn't find any parking on the hospital car park. The service provided was excellent. I cannot fault it in anyway. I didn t have to wait, I was well looked after and the procedure didn t hurt me. The treatment was okay. I m still trying to make sense of what the consultant said to me as it made no sense at the time. It is a nice place to come though. I think Renacres is wonderful. The staff have been helpful explaining everything. They are friendly. I was put at ease. I can t fault it at all. I have recommended the hospital to other people. Parking is the biggest complaint I have. My initial appointment from my GP to Renacres through Choose and Book was an absolute nightmare. Staff on the Choose and Book system were not helpful at all and had me in tears. I only have trouble with the things that happen outside of the hospital. The parking is difficult even for the consultants and also unsafe to walk on. I have been late for appointments. They have been slow sending out official confirmation of telephone appointment. Excellent. Service was fantastic. Cannot fault in anyway. When I was given the opportunity to come to Renacres I jumped at it. The pain medication could have been better. I needed stronger medication than what I had been prescribed for the first few days after my operation. I had to alter my appointment and found it difficult to get my appointment changed. Staff are fabulous and approachable. Nothing is too much. My consultant is always early. We are never kept waiting. Page 5

6 Department/Ward Outpatients Radiology Theatre Ultrasound Urology X-ray Unspecified Summary of comments I was very happy with the approach here from the doctor. Had a blood test today. It stung more than usual. It hasn t hurt when I have had blood tests previously. Excellent service. There are no buses from Maghull to Renacres. The number 300 bus used to come but not anymore. I have had to catch a taxi which costs me each way. I have waited two hours. The consultant was running late. It s my first time here today, I think it s generally a good service. The service could have been better; you only get offered water if you are an NHS patient (no tea or coffee). If there is a delay or a long wait then you should be offered a hot drink. I m here for a blood test. Everything is exceptional. I found it difficult to park. Communication between radiology staff and the consultant is poor. An excellent service. I ve had a repeat hernia operation. I arrived at 10am and was taken for my operation at 4pm. I was not told where I was on the list for the operation whilst I was waiting. I was sent home two hours after my operation. I had been told I could stay overnight but that I would have to be out by 9am. I would have liked better information when I was discharged. I returned to Renacres for more painkillers on a later date but I wasn t examined. I developed an infection and have had problems since. I feel I have just been left after the operation. In terms of aftercare I don t feel like I ve had any. My wound is still bleeding and the follow up has been really bad. I have been given no real post-operative support other than a leaflet. I was left on my own quite a bit today. I arrived at 7.45am and wasn t taken to theatre until after 12.00pm. However, the process from start to finish has been very impressive. I came to see the Consultant on Thursday and the hospital phoned me on Friday when I was given an appointment for my operation. Very quick service. No delays with physiotherapy appointments. I was offered a cup of tea and a biscuit which was served in a plastic cup. But I don t like plastic cups. I waited twenty minutes from my appointment time. Parking is a bit of an issue. Cleanliness was excellent. It felt like I was having heart surgery the way the staff were treating me. I ve had a ninety-minute wait but I know this is how long a wait can be in hospital. I was told what I wanted to know and the service has been excellent. No waiting time at all. No information received as yet as I m waiting to see a consultant following my x-ray. The service provided was very good. The car park could be better as sometimes it gets very busy, I feel all NHS places should be this standard as a minimum necessity. Brilliant place. It is just like a hotel. Came with my husband, I have no issues with this place at all. Nice place to come. A very pleasant atmosphere. Excellent. Page 6

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