Turning your feedback into better care

Pictured: Some of our patient participation partners on a visit to Hawkhurst Hospital

Patients, volunteers and local people are helping to improve health services across Kent and Medway, by having their say.

From hospital meals and physiotherapy appointments to community nursing care and care closer to home, people’s views are helping shape how NHS community services are planned, improved and delivered.

Colleagues at Kent Community Health NHS Foundation Trust (KCHFT) regularly speak with patients, carers, volunteers and community groups, to better understand what is working well and where improvements are needed. These conversations are helping the trust improve communication, safety, access to services and more.

One group helping drive change is the trust’s People’s Network, made up of participation partners who are patients, carers and members of the local community who volunteer their experience of healthcare services to provide feedback, raise concerns and co-design service developments.

Members of the network have recently spoken up about issues including non-emergency patient transport, medication safety in community hospitals, communication between services and community nursing handovers. The network helped shape new menus at Deal Hospital after sharing views on food choices and patient experience.

Listening to people receiving care at home is also important and has helped improve community nursing services. Patients and families said reliable visits, clear information and knowing who to contact made a big difference, especially for people living alone or managing complex health conditions.

Participation and Engagement Services Manager Sharon Picken said: “This engagement provides us with real insight into how people experience our Community Nursing Service. It demonstrates the value of going to people in their own homes to understand access, safety and effectiveness in practice.”

The trust’s Engagement and Volunteer Team recently visited musculoskeletal and physiotherapy services at Gravesham Community Hospital, wanting to know more about access to care, patient experience and wider health needs. Patients highlighted the importance of feeling listened to, seeing the same clinician where possible and having treatment tailored to individual needs.

Valuable feedback is also received from the trust’s 200 volunteers, who support with everything from meet and greet at community hospitals, to health walks and rehabilitation groups. Their suggestions have resulted in volunteers having dementia training, a buddy scheme for those new to the role, and making it easier for those using services to give their feedback.

Local people are helping shape how the trust operates too, being involved in discussions about proposals to join with Medway Community Healthcare (MCH). Patients, carers, residents, voluntary groups, councils and NHS colleagues have all taken part in surveys, discussion groups and community events to have their say. People said joined-up care, clear communication, shorter waits and more local services were among their top priorities. Many supported the use of digital tools where they improve access, while also stressing the importance of avoiding digital exclusion.

Sharon added: “People sharing their views makes sure our decisions remain grounded in lived experience, with a consistent focus on safety, equity, communication and care that works for people and carers across Kent and Medway.”

Looking ahead, the trust plans to continue reaching more communities, especially those who are seldom heard, so people can share their experiences and help shape future services.