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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:

Continence Service

You said

"It would be useful to know what to expect before attending a virtual group session."

We did

An online video, explaining what to expect, is made available to all patients prior to a group session.

Continence Service

You said

"There were technical issues with the system used for virtual group sessions."

We did

A different virtual system was adopted for undertaking group sessions.

Clinical Nutrition and Dietetics Service

You said

"Patient joined a virtual meeting which did not get attended by the service. The patient then experienced issues when calling the admin line to escalate."

We did

The process has been improved to ensure the correct link to join the meeting is made available to patients. Staff will monitor more closely, any queries raised about virtual meetings. Where necessary, staff will undertake training on how to process queries.

Dental Services

You said

"Patient had a wasted visit to the clinic as the work on their dentures were not ready as the work by the laboratory had not been completed."

We did

Staff were reminded to follow process when completing patient notes. Appointments are no longer made during times when the laboratory is closed.

Dental Services

You said

"A patient preferred to be seen by a dentist of a particular sex."

We did

A note was added to the patient notes, so that their request could be accommodated for any future appointments.

Hawkhurst Community Hospital

You said

"Staff name badges could be more visible."

We did

In addition to mandatory ID, staff now wear prominent, bright yellow name badges.

Hawkhurst Community Hospital

You said

"Patient said they would like to be able to go outside for a while."

We did

The information board within the ward was updated to make visitors aware that patients can be taken outside onto the patio area, when suitable and weather permitting.

Hawkhurst Community Hospital

You said

"Information on visiting procedures are complicated."

We did

The information board was updated to include current information, regarding visiting times and the number of people permitted per visit.

Health checks

You said

"Some patients were unsure where to go when they arrived at a venue hosting a community health check clinic."

We did

The service made changes to text appointment reminders, to include additional information on where clinic rooms are located in venue buildings and where patients can wait on arrival.

School-Aged Immunisation Service

You said

"Parent and child were left waiting long pass their appointment time and then discovered they had not been acknowledged as being in attendance."

We did

The service will in future, when possible, hold clinics in a room that is nearest to the waiting room to ensure apppointment attendees are better monitored.

Sexual health

You said

"Patient felt that staff gave unsolicited advise without knowing the history of their situation. Patient also felt that communication about consent wasn't clearer."

We did

A senior staff member spoke with the whole team about how to broach difficult conversation and examinations.

Sexual health

You said

"Patient raised a concern about receiving the incorrect dosage of medication in clinic and also those prescribed to take home with them."

We did

Clinical staff received training about the dispensing of medication and packaging.