What we did as a result of your feedback

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.

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)

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.

You said:

Bespoke insoles could not be provided following the closure of the laboratory.

We did:

The service has since established a contract with a new supplier to provide bespoke insoles.

You said:

Child was called by their legal name, not their preferred name as noted on their records.

We did:

Awareness was raised with staff, to use a child’s preferred name, if one is recorded on their notes.

You said:

Notes from the child’s school were not available at the appointment.

We did:

Clinicians were asked to ensure that, where needed, notes from a child’s school are available at an appointment.

You said:

The facilities within the venue were not wheelchair accessible.

We did:

The service moved to a different clinic room, which provides better access to facilities for people that use mobility aids.

You said:

It is not easy to get through to the service, as the telephone appointment booking line is always busy or has a very long waiting queue.

We did:

The service adopted a new telephone system with improved functions to better manage waiting queues. To further help the busy phone lines, a two-way texting function is being piloted, for patients to use for cancelling appointments.

You said:

Some patients do not own scales and need to regularly provide their body weight to the service.

We did:

The service is providing information on where people can access weighing scales in public places.

You said:

There should be a way of accessing self-management information, instead of waiting several weeks to attend a group presentation session.

We did:

Patient letters have been updated to include a link to the trust’s website, where self-management information can be accessed whilst people are waiting to attend a session, if they wish to.

You said:

It would be useful to receive a map showing the appointment venue location.

We did:

Maps can be sent via email, with the patient’s consent, in addition to paper copies being available.

You said:

It can be upsetting for some young females to be asked by the nurse if they are pregnant, prior to receiving a vaccine.

We did:

In preparation for this academic year, the service added wording to the automated email response sent to parents/guardians upon submission of their consent form. This states that nurses are required to ask secondary school children if there is a possibility of pregnancy, before administering a vaccine. The email also contains a link to the Green Book (details of latest information on vaccines and procedures), where further information can be found on why nurses need to ask this question.

You said:

Clinicians do not apply cream to patient’s feet following the removal of callus/hard skin and some people have difficulties bending down to do this themselves at home.

We did:

Clinicians now apply emollient to feet during appointments and continue to ask patients to apply themselves at home, to reduce the risk of wounds. If patients express they have difficulties bending down to apply themselves, clinicians suggest ways to help them use the cream.

You said:

The health visitors were not always able to provide tongue-tie scores to parents.

We did:

The infant feeding team are documenting the scores on a part of the patient record system that is easily accessible for health visitors. A new page has been created for the Red book, for staff to insert with the assessment, giving mothers a record of their consultation.

You said:

Some confirmation letters were not arriving prior to the patient’s appointment and this meant they did not have all the information they needed.

We did:

The service has introduced a ‘contact us’ appointment booking system. This entails patients contacting the service to book an appointment and is followed-up with confirmation by email.