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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:

Community nursing

You said

"Feedback highlighted the need for more understanding, communication, and compassionate care for patients with complex disabilities."

We did

The Thanet Primary Care Home community nursing team has taken steps to improve awareness, collaboration, and support for patients and families.

Community Paediatrics

You said

"Some parents felt unable to speak openly while their child was present in the room."

We did

The service updated the appointment letter to advise parents that, if they would like a private discussion, they should bring another adult to supervise their child in the waiting area. (South east Kent team)

Community Paediatrics

You said

"The appointment did not start on time due to students arriving late. The session felt rushed and there were too many adults in the room which caused discomfort for the child."

We did

Staff were advised that students arriving late should wait and observe the next appointment. Where there are too many adults in the room, and with parental consent, one staff member may accompany the child to the waiting area while discussions take place. (South east Kent team)

Diabetes Nursing Service

You said

"During a DERIK course, staff made reference to patient as ‘a diabetic’. People felt the clinician’s knowledge of Type 3c diabetes and dietary advice was out of date."

We did

Staff were reminded to use the correct terminology as per Diabetes UK and NHSE guidance, knowledge on Type 3c diabetes using the latest resources, and to continue using the Eatwell Guide as the recommended healthy eating framework.

Podiatry

You said

"Communication and staff interactions at the Medway clinic could be improved."

We did

Senior leaders discussed this with staff during a team meeting, emphasising the importance of maintaining effective communication and positive interactions with patients at all times.