We value feedback from patients, relatives and carers and create
a variety of ways to capture your experiences of care. Your
feedback helps us identify how we are performing across the
Trust, and gives us the opportunity to learn from our mistakes and
make improvements to enhance patient care.
We capture your feedback from:
You said: "I spent 17 days on Ward 32 and I am the
worst patient ever. The staff from cleaners up to wards sisters
were amazing, the day I left I cried not because I was going home
but because I'd meet some unbelievable people whom work extremely
hard big thumbs up too them all."
We did: Darlington Memorial Hospital
"Thank you for providing feedback on your recent visit to the
Ward 32 at Darlington Memorial Hospital.
I am very pleased to hear that you had a positive experience and
that you are happy with the care you received.
The Trust is grateful for all feedback, positive or negative, as it
means we can better understand what is important to our patients,
and your kind comments will be shared with the staff."
Post discharge survey: a sample of 1600 patients are
sent a survey following their return home throughout the
You said: "Nursing staff badly organised."
We did: "We are experiencing staffing problems and
using agency staff at present, who do not know the ward as well.
Comments have been taken on board, and improvements will be
Friends and Family Test
You said: "Receiving results of blood tests are taking
We did: "To ensure patients are kept informed of
progress regarding blood results and discuss any delays."
You said: "Food was placed on the
table, out of reach of the patient."
We did: "Matron remains on the ward at
mealtimes, to observe staff and promote a positive experience
of meal times for patients. Visitors are encouraged to assist their
relatives at mealtimes where possible, and volunteers provide
encouragement. Mealtimes are staggered between wards so that more
staff are available to support where necessary. Patients have food
and drink charts which are completed by staff so there is a record
of what is eaten and drank."
Face to face interviews
You said: "Kept awake by noise at
We did: "We are introducing sleep packs which includes
ear plugs and face masks, to help patients get a better night
You said: "After discussion with
members of the deaf community, it has become apparent that patients
and carers would like to receive confirmation of the date and venue
of their BSL Interpreter appointment, as well as the name of the
Interpreter. This will make a significant improvement to the
We did: "All British Sign Language
booking forms and guidance documents remind staff of the process to
follow, to ensure these arrangements are implemented. A bulletin
has been sent to all staff informing them of the new process and
details have been included in Quality Vibes, our Patient Experience
'The treatment I have received from all the staff has been
excellent and could you extend my thanks to them all. A very
thankful and relieved patient'.
Patient, Dermatology Outpatients Department, University Hospital
of North Durham