How we use feedback
We are committed to safety and public accountability, but at the
same time believe that when something goes wrong, any mistakes or
errors that are identified should be used as an opportunity to
learn and so reduce future risks and improve practice.
We recognise the value of feedback as a way of helping to
make changes and improvements, and we are committed to becoming
an organisation where feedback in all its forms is valued and acted
upon. In the same way. We also believe that it is a vital part of
being able to involve our patients and the wider public in
developing our services.
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Where we receive feedback from
Feedback comes to us from those who use our
service, partner organisations such as other NHS trusts and social
care agencies, and also our own staff. As well as enabling lessons
to be learnt by individual staff and our service as a whole, where
appropriate we will also look to share it so that improvements can
be made in other parts of health and social care.
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Learning from everything that we’re told
Whilst we very much welcome the Department of
Health’s ‘Making
Experiences Count’ programme, we believe that we need to focus
on all of the feedback we receive, rather than just that which is
made as a complaint.
To explain this further, every year we receive
approximately 500 complaints, and up to 6,000 enquiries to our
Patient Advice & Liaison Service (PALS) and 300 incident
reports from other health and social care agencies.
Frequently, the issues are the same, and we
believe in treating all the feedback we receive seriously
and focusing on the issues presented to us, rather than the
process which is used to manage it.
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Our patient experiences department
Find out about our patient
experiences department which brings together all the feedback
we receive from inside or outside of our organisation
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