Here are just a few examples of positive outcomes following patient feedback.
You said: sometimes it is difficult to get through to wards to find out how my loved one is doing
During the Coronavirus pandemic, you told us it could sometimes be difficult to speak to ward staff on the phone as they were busy caring for patients.
We introduced the Patient Contact Helpline, a number you can call to get messages delivered to patients or ask the ward to get back to you.
You said: when I receive a digital appointment letter, I don’t know which family member it is for
When we started sending out digital appointment letters, you told us you weren’t sure from the initial text message which family member it was for, making it difficult for you to access the letter.
We changed the text messages to include the patient’s name.
You said: I’d like more contact with my loved one when they’re in hospital
When visiting is restricted, our patients miss interacting with their family and friends and likewise, it can be worrying not to be able to visit someone when they’re in hospital.
Our charity The Health Tree Foundation has purchased tablets for all of our wards, allowing patients to video call home.
You said: I’ve missed your calls as I don’t answer the phone when a private number calls me
You told us you were less likely to answer the phone when it was unclear who was calling, which had led to missed calls from the hospital or community services.
Calls from us now come from local landline numbers.
You said: I’m not certain the text messages from you are genuine
Our digital letters previously came from a mobile number, which led to some patients questioning whether they were genuine or an attempted scam.
The text messages now come from ‘NHS NLaG’ making it really clear they’re from us.