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What we did as a result of your feedback

At Kent Community Health NHS Foundation Trust we welcome all feedback relating to concerns, whether it be via a complaint, a comment made on a survey or brought to our attention in another way. Feedback from our patients, their families, carers or friends helps us to make improvements to the services we provide.

Here are some examples of what you said and what we did to make improvements:

Clinical Nutrition and Dietetics Service

You said

"There are long waiting times for appointments."

We did

To help reduce the length of waiting times, the service recruited five dietitians to undertake virtual appointments.

Clinical Nutrition and Dietetics Service

You said

"Parents would like face-to-face appointments for their children."

We did

The service is gradually opening up face to face availability and will be offering these appointments where needed.

Community hospitals

You said

"Relatives felt that the patient discharge letter did not include all the necessary information."

We did

Changes to the patient record system now allows for more information to be included, from all relevant health professionals.

Community hospitals

You said

"Patients and their family members felt they could be involved more in decisions about care and treatment."

We did

To raise awareness of the importance of involving patients and their relatives, staff undertook relevant training.

East Sussex School Health

You said

"A parent attending a workshop felt questions about female genital mutilation (FGM) were inappropriate for that particular session."

We did

For future workshops, the service added a framed question about FGM and produced guidance for staff to assist with parental questioning.

Frailty Team

You said

"The phone number on the website was incorrect."

We did

The service reviewed service page and made changes to include the correct contact details.

Hawkhurst Community Hospital

You said

"Carers/relatives of patients would like better communication from ward staff."

We did

The ward re-introduced the 'named nurse' system, so that each patient is allocated a specific staff member for them and their families to liaise with.

Hawkhurst Community Hospital

You said

"Patient felt the food did not meet their dietary requirements."

We did

To establish any specific food requirements, staff will ensure that allergy and special diet sheets are completed with patients upon admission and passed onto the Head Chef.

Sevenoaks Hospital

You said

"Inpatients said the television sets had poor signal."

We did

The service approached the League of Friends who purchased new televisions, one for each bed.