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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

"Patient felt the quality of the exercise materials was poor."

We did

The Administration team reviewed the materials and will ensure all future photo-copied resources will be an acceptable quality before sending out to patients.

Acute Response Team (ART)

You said

"Concern was raised related to the expectations of communication and care when patient transferred from ART to Kent Enablement."

We did

The service leaflet was amended to include more detailed and precise information.

Adult Epilepsy Nursing Team

You said

"Parent queried patient's discharge from caseload, as a result of failure to contact to book an appointment with the service."

We did

Changes have been made to the invitation and discharge letter to include clear information on processes for families to follow. The triage form was amended to include details of any communication needs.

Community nursing

You said

"Family member felt their relative had not been receiving the correct end of life medication."

We did

A new process is in place to differentiate dosages of medication used in syringe drives.

Community nursing

You said

"Patient felt that nurses were not keeping wound clean and healthy and that this led to their hospital admission."

We did

Staff received additional training on wound care documentation. The service developed a reference booklet for clinical staff, giving guidance on which documents should be completed for each type of medical condition.

Community paediatrics

You said

"Parent was unhappy that their child's appointment had been cancelled twice."

We did

The service has moved to another website company, to ensure that the external questionnaire is received correctly and appointments are not cancelled.

Continence Service

You said

"Family felt there was commication issues with staff duiing a telephone conversation."

We did

The telephone conversation was reviewed to enable the staff member to reflect on and learn how they could improve communication.

East Sussex Childrens Integrated Therapy and Equipment Service

You said

"Parent was uhhappy with the lack of contact, referrals and with adaptions being declined for their child."

We did

A new letter was produced to advise families of any changes to a new therapist. Another letter was created to send to families with an offer of an appointment at times when telephone contact to arrange a visit is not successful.

Health Visiting Service

You said

"Parent thought there had been a breach of confidentiality and felt that any concerns staff had about their child whislt at the clinic, should be raised with them directly."

We did

Staff will check that the person who attends clinic with the child has parental responsibility. Where this is not the case, any concerns will be discussed directly with the parent and not the person attending the clinic with the child.

Podiatry

You said

"Patient raised a concern about having to wait outside the hospital in the cold weather when they attended an appointment for a non-KCHFT service."

We did

A paragraph was added to the appointment letter template advising patients of the COVID-19 safety precautions in place to control health premises’ entrance and waiting rooms. Patients are advised not to arrive early for their appointment.

Queen Victoria Memorial Hospital

You said

"Family was unhappy that their relative was not assessed and referred for an operation. Relative also felt that staff were not willing to share information about their relative with them."

We did

The service discussed the process of consent and sharing of information with patients' relatives, to ensure all staff follow the correct procedure and are pragmatic about sharing information in the best interest of both patient and family.

Queen Victoria Memorial Hospital

You said

"Some patients said they would like more available to help pass the time."

We did

To make an attrative space for patients to enjoy during the warmer weather, the outdoor garden area was improved by erecting a pagoda and planting put in place.

Rapid Transfer Service

You said

"Family unhappy with their relative's discharge from hospital and felt that the care home was not fit for purpose."

We did

Staff undertook training for care on clinical observation and recognising deteriorating patients.

Sevenoaks Hospital

You said

"Patient was unhappy with communication amongst staff and felt there was insufficient facilities available within the hospital."

We did

Information was added to the welcome letter shared with patients before transfer from an acute hospital, to include there are no shops within the hospital or smoking allowed on the premises. A disclaimer form was produced to be given to patients that chose to leave the site during their stay.

Sexual health

You said

"Patient was unhappy with their weight check being undertaken in the main waiting room."

We did

The lifestyle machine was moved to a different position to enable more privacy.

TB Nursing

You said

"Parent went to Gravesham Community Hosptial for a BCG appointment to find there was no clinic available."

We did

Staff were reminded to ensure that patients are informed of any clinic cancellations.