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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:

Adult Community Musculoskeletal Physiotherapy

You said

"A patient did not know who to contact with a query about the exercises they had been given to do and upon asking reception staff was directed incorrectly."

We did

All staff have been reminded to advise patients to call the service direct if they have queries about their exercises and that contact details are included on appointment letters.

Children's Hearing Service

You said

"The service audiologist did not coordinate well with a private audiologist and the parent was concerned their child's best interest was not being respected."

We did

The service introduced a new telephone rota for the administration team that made sure there was a duty audiologist available to answer queries if needed.

Children's Therapies

You said

"Parent was unhappy with lack of therapy provision for their child and the communication from the service."

We did

Communication and escalation issues were discussed at a team meeting to highlight the issues the family faced. It was agreed for the family to be part of review for an alternative speech and language pathway to support the patient’s needs.

Clinical Nutrition and Dietetics Service

You said

"A patient turned up for a face-to-face appointment, as per the details received from the service via SMS message, to find that there were no staff at the venue."

We did

The patients were contacted to advise that they should expect a phone call not to attend in person. The SMS messaging service the team used is continually being reviewed to make sure the information and the wording is correct regarding the appointments.

Dental Services

You said

"Staff did not acknowledge that a patient had full Denplan cover."

We did

The service reviewed the various Denplan packages to become fully aware of all treatments that are covered.  Records of all Denplan patients were checked to ensure no previous errors had occurred.

Dental Services

You said

"Patient was unhappy with the delay in receiving a home visit."

We did

The service increased the number of staff carrying out home visits and expanded the hours the domiciliary service ran for to increase the number of patients included on the case load.

Faversham Cottage Hospital

You said

"Family felt there was lack of communication regarding their relatives transfer of care from an acute into a community hospital and no information was received about their rehabilitation and care plan."

We did

The service reviewed their welcome letter that is provided to patients who are discharged from acute hospitals to the community hospital. They made sure all the information included was up-to-date and accurate including what patients should expect whilst on the ward and contact numbers for key people in the hospital.

Hawkhurst Community Hospital

You said

"Some family members said that visiting arrangements are poor and inconsistent information is provided by staff."

We did

Clear, written trust guidance is displayed for staff and is also provided to relatives. Ward staff now escalate any queries relating to visiting arrangements.

Hawkhurst Community Hospital

You said

"Some patients felt anxious as they did not receive the help with their toileting needs in a timely manner, mostly at busy times during shift handovers."

We did

A review of patients to ward staff on each shift is undertaken. Senior staff are present at an increased number of early shifts to receive handover and support staff with organisation of shift. The Matron regularly attends handovers to monitor and completed monthly audits.

Podiatry service

You said

"A patient waited outside the building for over 30 minutes when they arrived for their appointment. (COVID-19 safety measures were in place which prevented people from accessing the building unassisted)."

We did

A new clinician has been informed that the reception (non-KCHFT staff) are unable to monitor the door for podiatry patients. Until the COVID-19 safety measures are relaxed, if clinic is overrunning the clinician will invite patients into the waiting area.

Queen Victoria Memorial Hospital

You said

"A patient was concerned that Phlebotomy staff were not adhering to PPE guidelines (Phlebotomy service)."

We did

The hospital Matron and Ward management undertook spot checks to ensure PPE was being worn correctly.

Sexual health

You said

"A patient was unhappy with way the interpreter spoke to them and felt the interpretation was not correct. A request for a different interpreter was denied and the patient's advocate was not allowed into room at the patient's appointment."

We did

The clinicians received additional training to improve their communication with patients during consultations when interpreters are required. The service will also be working on expanding their knowledge on certain areas including modern slavery to make sure all staff know how best to support people in appointments.

Tonbridge Cottage Hospital

You said

"Some patients said there is not enough to do to pass the time."

We did

Two additional RITA units were purchased (user-friendly, interactive activity / entertainment / therapy tablets with software) for patients to use. A healthcare assistant is currently acting in a Therapeutic role and is undertaking individual and group activities.

Tonbridge Cottage Hospital

You said

"Some patients said they had not had their medication explained to them before they left the hospital."

We did

Pharmacists will now assist with the explanation of medications to patients when producing MRCs for discharge (details include the indications/dose/frequency of medicines).