Summary of Patient Survey Results for the Inpatient Unit, Day Hospice and Community Palliative Care Team

2011 – 2012

Introduction

At St Barnabas House we welcome feedback on the service we provide in order for us to understand what is working well, and areas where improvements can be made. One system in place includes conducting an annual patient survey. This provides feedback in a more formal way from patients that use the services. As well as being a central requirement from our inspecting body – the Care Quality Commission – this structured process provides St Barnabas with a valuable insight into how we can improve the services that we offer.

Methodology

Questionnaires for the three main services – In-patient Unit, Day Hospice and Community Palliative Care Team were developed internally and disseminated to the three respective sample groups over a three month period. Sample group selection was defined by patients using these services at the time

The in-patient unit undertook this throughout January, February and March. A total of 35 questionnaires were given to patients discharged from the unit, out of these 20 were completed and returned (57%).

Day hospice undertook this throughout January February and March. A total of 60 questionnaires were given to patients attending the unit, out of these 46 were completed and returned (76%).

The Community Palliative Care Team undertook this throughout January, February and March. A total of 150 questionnaires were posted out to patients on the caseload, out of these 40 were completed and returned (27%).

Survey Results

The attached reports (appendix 1, 2 & 3), provide a summary of the surveys undertaken across the three main clinical services at St Barnabas House. These include specific questions and responses. Whilst feedback regarding services and facilities provided by St Barnabas House indicates that generally patients are extremely satisfied with care they received, specific areas highlight where we can progress change. The specific feedback we can address includes:

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Inpatient Unit

“rooms are lonely and isolated at weekends”Some patients found the single rooms lonely and isolated they would have liked more opportunity to interact with other patients. We plan to update the patient information so that patients are informed of this prior to admission and can ask family and friends to visit at weekends. Discussions have taken place with the voluntary services co-ordinator for ward volunteers to host afternoon tea in one of the ward sitting rooms for those patients who would like to attend. This will initially be piloted on weekdays to ensure the volunteers are well supported and then be extended to include weekends.

“did not know how to use the light switches”The nursing team normally tell patients on admission how the nurse call and patient entertainment system work, this will be extended to include explaining how the light switches at the bedside work. The patient information on the patient entertainment and in-patient unit booklet will also be updated to include this information.

“more hot drinks would be nice”The ward volunteers will be asked to offer patients extra hot drinks between the regular drinks round. The patient information on the patient entertainment and in-patient unit booklet will also be updated to explain that hot drinks are available at any time and advise patients to ask a volunteer or ring and ask a nurse.

“helpful if people were told they need to bring in toiletries”The patient information leaflet for the in-patient unit will be updated to ensure this is explained. This will also be explained to health care professionals who are involved in requesting and organising admissions in order to allow them to ensure that patients are well prepared and informed prior to admission.

Day Hospice

“be nice to have a separate ladies toilet”This is currently under review between clinical and facilities staff. It is anticipated that a decision will be made on this by Summer 2012. There are currently 3 mixed use toilets on the unit.

“helpful if you sold cards at Reception?”This has been fed back to the Senior Management Team and is currently being looked into. It is anticipated that a decision will be made on this by Summer 2012

“hairdressing service would be useful”After consideration it has been agreed to convert the existing shower facility in Day Hospice into a hair dressing facility. Work is due to commence on this in July 2012 and should be complete by September 2012

“could we have more Communion?”This has been looked at with the hospice Chaplain and it is now possible for patients to have communion with the Chaplain on any day except Friday. This is not possible because of the weekly chapel service that is held. This has been reiterated to patient’s currently attending the unit.

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Community Palliative Care Team

“more contact would be welcome”For patients seen by the team a form clarifying the level of support for each patient is completed to ensure that patient expectations are balanced with specialist needs and priorities. Awareness within the team to clarify patient expectations is addressed at monthly team meetings.

“did not feel involved”Whilst it is difficult to comment on this without assuming what the patient might mean they have not felt involved with, both nurses and doctors are aware of the critical need to involve patients in conversations regarding treatment, care and management plans. It is a requirement that staff give patients opportunities to discuss their preferences and that these are documented in the patient’s file. This will be discussed within the team meeting to confirm that this is happening.

“plenty of chat but they cannot do much in between”Engaging with patients and forming rapport is an important part of the specialist nurse role. In supporting patients there needs to be identified reason/specialist need for contact to be made. This should be clearly documented in patient records. The way the service responds to more urgent needs is currently under review as part of a service review programme.

Conclusion

We have used internal questionnaire tools for our annual surveys, and we have purposely focused on gaining more information from the people that we serve. It is encouraging to receive such positive feedback through this undertaking but we are also aware that there is room for improvement. It is only through maintaining an on-going focus on feedback from people that use our service that we can remain in touch with understanding what people actually want from us. As diverse as this feedback may be, we need to be confident that our aspirations are needs led and patient centred.

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APPENDIX 1

INPATIENT UNIT PATIENT QUESTIONNAIRE 2011

The questionnaire was given out to 35 patients discharged from the Inpatient Unit. There were 20 (57%) questionnaire returned. The results are summarized below.

1. How long did you have to wait for admission to the Inpatient Unit once a bed had been requested?1 day 7(35%)2-3 days 6(30%)4-7 days 4(20%)1 week > 3(15%)

2. Was this wait acceptable to you/your family?Yes 17(85%)No 3(15%)

3. Was there any information that would have been useful to you on your arrival? What to bring in – soaps, towels, etc Whether there is Wifi access How to use the light switches

4. Were you able to speak to a nurse or doctor easily Yes 20(100%) No --

5. Did staff involved in your care introduce themselves when they met you for the first time?No ---Some of the time ---Most of the time 5(25%)Always 15(75%)

6. Did staff involved in your care explain what they were doing?No ---Some of the time ---Most of the time 5(25%)Always 15(75%)

7. Overall, did you have confidence in the staff who were caring for you?No ---Some of the time --- Most of the time 6(30%)Always 14(70%)

8. Did you feel you were involved in planning your care?No --- Some of the time ---Most of the time 7(35%)Always 13(65%)Can’t remember ---

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9. Did you feel fully supported in any decisions you had to make?Yes 13(65%)No --- Not sure --- Never had to make any 7(35%)

10. Do you have any suggestions on how we could involve you more?No 4(20%) Information on activities 1(5%)Activities in the sitting room 4(20%)More to do at weekends 5(25%)

11. How effectively did you feel the Inpatient Team responded to your individual medical and nursing needs? (1 = poorly, 5 = very well)1 ---2 ---3 ---4 4(20%)5 16 (80%)

12. In general, did you feel you were treated with respect?No ---Some of the time ---Most of the time ---Always 20(100%)

13. Do you feel your privacy was respected, for example, when being examined or during discussions with staff?No ---Some of the time ---Most of the time 4(20%)Always 16(80%)

14. Did you have the opportunity to ask questions whenever you wanted to?No ---Some of the time ---Most of the time 5(25%)Always 15(75%)Can’t remember ---

15. Did you have enough time to make decisions about your care?No ---Some of the time 2(10%)Most of the time 8(40%)Always 10(50%)Can’t remember ---

16. Are there any improvements to existing activities/therapies or any additional ones you would like to see?More complementary therapy 5(20%)

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17. How has being in the Inpatient Unit made you feel? Less stressed that drugs are now right More confident Safe Meds sorted Relaxed, happy and well looked after

18. What has helped and what hasn’t? The staff have helped Peace and quiet Able to relax

19. How did you feel about the room you were in?Bestfridge 2(10%)clean, good outlook and comfortable 5(25%)Worstloneliness 5(25%)light switches

20. Please comment on the catering service, menu offered and how well the catering staff responded to any special requests Appetising Excellent 8(40%) Responsive

21. What improvements, if any, to the catering service would you like to see? Another hot drink in the morning More hot drinks

22. Please comment on the standards of hygiene in the Inpatient Unit No complaints Very good 2(10%) Wipe switches more often would be good

23. Were you told how to make a complaint, if you needed to?Yes 8(40%)No ---Can’t remember 12(60%)

24. While in our care, were you told how to call for help?Yes 20(100%)No ---Can’t remember ---

25. If you needed to call for help, were you satisfied with the response?No ---Some of the time 1(5%)Most of the time 7(35%)Always 12(60%)Did not call for help ----

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26. Did you find the patient information helpful?No ---Some of the time ---Most of the time 8(40%)Always 10(50%)Which? 2(10%)

27. Can you suggest any further information which would have been helpful?No suggestions

28. Do you have any more comments or suggestions to help us develop our services? Better signposting from the road Wish I could stay Not have to move on A trolley selling toiletries, sweets, etc

Conclusion/action points

The feedback was very positive overall but a few areas need to be improved moving forward.

1) Respite patients feel lonely and bored in their rooms at times, particularly at weekends. 2) Patients do not know how to use light switches.3) Signposting from the road needs to be re-examined.4) There is a lack of confectionary for patients.5) Patients do not know what to bring in.6) Patients would like more hot drinks

Sam Bennett, Ward SisterApril 2012

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APPENDIX 2

DAY HOSPICE PATIENT QUESTIONNAIRE 2012

The 2012 Day Hospice Survey was evaluated in January, February and March 2012 with patients receiving support from the service. The approach taken involved nursing staff from the Day Hospice team giving the survey form to patients thought to be well enough to complete it. Where patients were unable to complete the form themselves, carers were asked to give their views.

A total of 60 survey forms were given out to patients, with 46 of these completed and returned. With the form, patients were given an envelope addressed to the Day Hospice Team Leader. Patients were made aware that they could answer confidentially thus ensuring complete anonymity. The overall results are extremely positive and show how much the patients value the services offered by the Day Hospice department.

Results

The total number of responses from patients and carers throughout the three month period was 46. The following answers detail the breakdown of responses given.

1. Age Gender18-30 (0) Male – 22 31-50 (3) Female – 2451-70 (7)71-85 (25)86+ (11)

2. Before your first visit to the Day Hospice, were you given a Day Hospice leaflet? Yes – 37No – 4Can’t remember – 5

3. Did you find the leaflet helpful?Yes – 38No – 1Didn’t look at the leaflet – 4

4. Did you feel anxious at the start of your first visit to the Day Hospice?Not anxious at all – 30Extremely anxious – 11Can’t remember – 2

5. Did you feel anxious at the end of your first visit to the Day Hospice?Not anxious at all – 42Extremely anxious – 1Can’t remember – 2

6. Was there anything we could have done to relieve your anxiety?

No – very friendly. Time was a good way. To be introduced to other people attending. It was a bit like first day in a new job. Nothing can get better than this. I was a little unsure about the routine of the Day Hospice but I think that was a normal feeling. Everyone welcomed me and put me at my ease. I felt comforted on my first visit to the Day Hospice with the kind care received.

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7. Have you used the transport organised by the hospice?Yes – 41 No – 3

a) Was the journey comfortable? Yes – 42No – 2

b) Did you feel safe?Yes – 42No – 0

8. Do you have any other comments on the hospice transport?

I’m very grateful that it’s available, as it gives my carer the whole day to himself. Very satisfactory. Drivers are all first class. Some drivers have air fresheners, which could have an adverse effect on some people. Good service. Excellent. Very good careful driver, always helpful. Driver courteous and helpful. Driver’s very kind. Wonderful driver – very attentive, always on time.

9. Whilst you were in the Day Hospice, did the staff involved in your care introduce themselves?Never – 0 Sometimes – 2Always – 43

10. Do the Day Hospice staff explain what they are doing?Never – 0Sometimes – 5Always – 41

11. Overall, do you have confidence in the staff who care for you?Never – 0Sometimes – 1Always – 45

12. Overall, how satisfied were you with your involvement in planning your care?Dissatisfied – 1Satisfied – 14Very satisfied 31

13. How supported did you feel when a group member died?Unsupported – 1Supported – 11 Well supported – 17No-one in my group has died – 15

14. Did you feel you were treated with respect during your visits to the Day Hospice?Never – 1Sometimes – 0 Always – 45

15. Did you feel staff made an effort to meet your individual needs and wishes?Never – 1Sometimes – 3Always – 42

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16. Did you feel confident there were enough staff and volunteers to offer help if needed?Some of the time – 2Most of the time – 10Always – 31

17. Overall quality of catering (1 = poor / 5 = excellent)

Choice1 – 02 – 03 – 34 – 125 – 25

Presentation1 – 02 – 03 – 34 – 65 – 31

Portion size1 – 02 – 03 – 34 – 75 – 34

Taste1 – 02 – 03 – 24 – 105 – 28

18. Please comment on the range of activities available

Good range – busy in the mornings. Good though varies on different days. Excellent –something to suit everyone. I enjoy being with other people, whatever activities I may be able to take part in is a bonus. Activities are entertaining. Felt happy and included. Love dominoes and word puzzles. On the whole very good. I would like more activities that involve patients. Enjoy photography with Stevan’s help. More crafts and involvement games. Very varied. Very good at keeping the brain active. Nice to be with people in the same boat. Photography, reflexology, chapel service, group activities – especially general knowledge quizzes have all proved very helpful and enjoyable. Good but it doesn’t give enough time to read the paper and chat.

19. Please comment on the general environment and surroundings

Very good. Excellent. Tasteful. Very comfortable, relaxing and accessible. Wonderful. Warm and friendly. Splendid surroundings. Looking forward to seeing spring blooms in the garden. A very happy place. Restful and quiet. Very comforting and comfortable. Cannot be faulted. Good but lounge is like being in a corridor, would have been better if group were in a circle. Dining area ok. Excellent – like a club. Clean and tidy. Pleasant and well planned. Cannot fault staff or Day Hospice. Would be nice to have a separate ladies toilet. Do feel all the security restrictions limit us. In the old hospice we could wonder about without needing staff to be available to let us in and out.

20. Did you have the opportunity to ask questions when you wanted to?Yes – 41No – 1Didn’t need to – 2

21. Do you think your attendance at the Day Hospice has been beneficial to you? Yes – 44 No – 0

a) If so, why?

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Helps to mix with other patients in similar circumstances. I live alone and it’s nice to meet people. Good company. Met some lovely people, beautiful environment, great atmosphere. My trips to the hospice give me something to look forward to, as my time at home is spent sitting in the same chair all day. It breaks up lonely days at home. Gives us plenty of opportunity to chat to other people and to discuss problems with our nurse. Excellent lunch. Feel supported. Helps to take your mind off your problems. Gives my husband a little rest. Makes me feel really good and confident. Sleep better at night and feel more relaxed and rested. Enjoy refreshments and meals. Positive atmosphere. Family happy I am looked after. It helps me switch off from thinking and planning. Gives my mind, body and soul complete relaxation. Reason for being motivated. Being monitored how I’m progressing. Given me support and understanding of my illness and knowing someone cares. Kindness of nurses and staff. Even more beneficial in winter.

22. Did you find the Complimentary Therapy service beneficial?

Yes, very good. Best bit of the day. Helps greatly with my peripheral neuropathy. Very therapeutic and relaxing. Very comforting. No - do not want any. Much enjoyed – very relaxing atmosphere. Massages give me relief from stress. Therapy helps me to relax.

23. Did you find the Chaplaincy service helpful?

Yes – I attend every week. Stephen is so easy to talk to and he is a good listener. Much enjoy my visit with Stephen – very comforting and peaceful. Have not been. Very helpful. Stephen and Ros are so good. Giving me a greater understanding to life. Have found it comforting. Yes ‘cos no pressure re religion but thought provoking.

24. Did you find the Physiotherapists input useful?

Yes, I have degenerative/arthritic ankle – so very useful. Very good but not quite enough. Very soothing and helpful relief. Exercises are very helpful. Excellent. Was very worth it. The exercises are helpful in keeping us as supple as we can be and to keep our mobility as best we can. Yes – given exercises to help with painful knees.

25. Do you have any suggestions about how we could improve the Day Hospice service?

A hairdresser would be really useful. The service could not be better. Could be more adult. Turn the heating down – too hot. Reinstate the hairdresser and sell cards again. Tee must be an organisation which could provide cards at a price, which would provide a profit for the hospice. No – very content. Would be nice to have communion, as I can’t get to church – our vicar not very supportive. More speakers. I find it hard to get to know people, as visitors seem to sit in the same seats. Possibly a little more choice in menu e.g. soup or salad. More toilets. More handrails for us with bad balance.

Findings

A high degree of satisfaction is evident within the survey results. There were a number of comments valuing the staff and volunteers, and also the development of friendships with peers. Although the data indicates that not all patients had looked at the information guide, it showed that 83% of respondents (38) had found it useful.

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There is a clear suggestion that patients felt less anxious following their first day at the Day Hospice with 91% of respondents (42) stating they did not feel anxious at the end of their first day. Out of the 41 patients that used hospice transport, 98% (40) were satisfied with the transport provided and 100% (41) felt the transport was safe. From the data, 98% of responses (45) felt they were respected by, and had confidence in, the staff. They were satisfied that they had been involved in planning their care and 91% of respondents (42) felt that every effort had been made to meet their individual needs. Of the 40 patients who commented on their satisfaction with regards to the quality of the catering, the following data was received:

92% of respondents (37), felt the choice was good/excellent 92% of respondents (37), felt the presentation was good/excellent 90% of respondents (36), rated the portion size as good/excellent 96% of respondents (38) said the taste was good/excellent

One person asked if there could be more choice on the menu and one person asked if salad and soup could be added to the menu. There was high praise for the general environment and surroundings. One person felt the layout could be better and there were two comments about toilets, i.e. more toilets and a separate ladies toilet.

The findings were very positive about the range of activities. Particular reference was made to photography with Stevan. Additional positive feedback was given regarding both the Complimentary and Physiotherapy services. Patients felt much supported by the Chaplaincy service. One comment requesting more communions was highlighted.

Out of the responses, 97% of patients (45) felt their attendance at the Day Hospice had been beneficial. The reasons ranged from the company, the environment, respite for carers, support from understanding staff and being with other people in similar circumstances.

Finally, there were a few suggestions about how the service could be improved, i.e. services of a hairdresser, the ability to be able to buy cards, more choice on the menu, the opportunity to have communion and the availability of a ladies toilet.

ActionTo address the issues raised by this survey, the following actions need to be taken:1. To consider the possibility of developing a hairdressing service. (This is now being addressed

and will probably be resumed by the end of July 2012.)2. Consult with Chaplain re the possibility of communion on days other than Friday (June 2012).3. To consider the impact of a ladies only toilet (July 2012).4. Discuss with the Catering team the possibility of more choice on the menu (July 2012).5. Investigate the possibility of cards being sold in the Reception area (June 2012).

Ruth Keeble Day Hospice Team LeaderMay 2012

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APPENDIX 3

CPCT PATIENT QUESTIONNAIRE

January- March 2012

Month Sent out Returned CommentsJanuary 50 17February 50 12 1 returned from nursing homeMarch 50 11 1 wrong address listed

1. How Appropriate was the timing of your referral to St Barnabas?

January Fourteen patients were satisfied or very satisfied with the timing of the referral, one was unsure and one was surprised as the diagnosis had just been made; one did not complete the first page of the survey. Of the majority, comments worthy of note: “it was reassuring to be referred before leaving the hospital”, “ my family doctor felt he needed support”, and“well timed in hindsight”

FebruaryEleven patients were very satisfied or satisfied with the timing of the referral, one felt it was too early but has found the service helpful and two felt it too early but acknowledged the hospice responded to the request of the referring professional.

March One respondent felt the referral was late; all the remaining responses indicted that the referrals were at the right time and the majority of patients were very pleased with the timing.

2. How satisfied were you with the time between initial contact and first visit?

January Fourteen patients used adjectives such as pleased, happy and satisfied; two answered OK; one patient failed to complete the first five questions.

FebruaryTen patients were satisfied or very satisfied and two described the response as prompt.

March The respondent who felt that they had been referred late also felt there was an unacceptable delay before the first meeting with hospice staff; all other patients were very satisfied.

3. How satisfied are you with the frequency of contact?

January Sixteen patients were satisfied or very satisfied with the frequency of contact, or attendance at the Day Hospice; one patient was very unhappy.

February Ten patients were satisfied, very or extremely satisfied; one patient responded “don’t know “ and one “not great”.

March One patient indicated that more contact would be welcome; two patients indicated that the contact was more frequent than expected; eight patients were satisfied with the level of contact.

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4. How helpful were the information leaflets about what St Barnabas offers?

JanuaryOne patient thought the information leaflets were fair; one felt that having seen Macmillan leaflets, St Barnabas leaflets added no new information; one wished that the leaflets had been available in hospital, as the patient was discharged to a nursing home and hated it and was referred to the hospice on discharge home.

FebruaryEleven patients found the leaflets extremely or very helpful and interesting, one expanded the comments and stated, “Very good, they explained all of the services, but didn’t make it scary, they were very positive and reassuring”; one patient described themselves as “not sure”.

March One patient had not seen the leaflets; nine patients indicated that they were very helpful and one that they were OK.

5. What is your understanding of the role of the St Barnabas Team and who explained this to you?

January Fifteen patients appeared to have a good understanding of the role of St Barnabas, six received the information from a nurse, two from both nurse and doctor and two stated from “a member of your team”; others did not state from whom they received information.

FebruaryThree patients did not state who had explained about the services of the hospice and one of these stated that they did not fully understand the role of the St Barnabas team; of the nine other patients, three received the explanation from a doctor and six from a nurse.

MarchFour patients received information from a nurse, four from a doctor including the hospital consultant or the GP, three patients did not specify and three patients stated that they did not understand the role of the team.

6. Have you any comments to make about how you were treated by the St Barnabas Community Team?

January One patient omitted to answer questions 6-10; all other patients stated that they had been treated well; one stating that they rarely saw anyone but were well treated when seen; four patients stated that they were treated with respect and a further one used the word courtesy.

FebruaryThree patients omitted to answer questions 6-10; one stated that it was too early for “the full works yet”; all remaining responses indicated that they were satisfied, “treated very well” “superb”

MarchThree patients omitted to answer questions 6-10; the eight remaining patients all felt they were treated well. Comments such as “nothing but praise”, “exceedingly well”, “could not be better”, “with understanding and compassion” were recorded.

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7. How involved to you feel in the management for problems related to your illness?

JanuaryOne patient omitted to answer questions 6-10; thirteen patients stated that they felt involved or very involved, one stated that they did not feel involved at all, one that they had been involved but not now, and another that they were reasonably involved.

FebruaryThree patients omitted to answer questions 6-10; one patient stated they were as “involved as much as I can cope”; of the remaining eight patients that responded, one felt they were “not very involved” but the remaining patients all felt very or extremely involved.

March Three patients omitted to answer questions 6-10; one patient indicated that they would like to be more involved but felt the hospital consultant was preventing full involvement; the remaining seven patients were very satisfied.

8. Are you given the opportunity to discuss physical, emotional, psychological or spiritual needs should you wish to?

JanuaryOne patient omitted to answer questions 6-10; one patient felt they had no opportunity at all; fifteen patients were satisfied that they did receive the opportunity; the chaplain was highlighted by one patient as being very helpful.

FebruaryThree patients omitted to answer questions 6-10; all patients that answered replied positively to the question.

March Three patients omitted to answer questions 6-10; all patients indicated that they had been given the opportunity, two mentioned being referred to counselling services and one mentioned how helpful the hospice chaplain had been.

9. Are you given the opportunity to discuss your choices/preferences regarding preferred place of care?

JanuaryOne patient omitted to answer questions 6-10; ten patients indicated that they had been given the opportunity to discuss this; five stated “not now”, the inference being it was too soon to discuss this issue.

FebruaryThree patients omitted to answer questions 6-10; one patient did not believe they were really given the opportunity to discuss this issue, two patients felt it was “too soon” or “inappropriate yet” and the remaining patients indicated they had been given the opportunity.

March Three patients omitted to answer questions 6-10; one patient indicated that she was in a nursing home and therefore this discussion was not necessary, as she would remain there; all other patients felt they had discussed this fully.

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10. Do you feel that there are any gaps in the care you receive?

JanuaryOne patient omitted to answer questions 6-10; twelve patients could not identify any gaps, one patient would have liked a hairdresser at the Day Hospice and one patient stated that there were gaps but did not identify them.

FebruaryThree patients omitted to answer questions 6-10; eight patients stated that there were no gaps in care and one patient stated there were “general gaps”, but was not more specific as to what they might be.

March Three patients omitted to answer questions 6-10; one response from a relative indicated she felt alone and one patient in a nursing home felt that there was no speedy action in response to visits; the remaining patients did not identify any gaps in service.

11. Does the St Barnabas Community Team provide the service you were expecting?

JanuaryFourteen patients were satisfied with the service received; two patients stated they did not know what to expect; one patient stated that there were “disappointing gaps”; later her daughter had written that her mother was disappointed to be discharged from the Day Hospice, when she was admitted to a nursing home, and did not feel she had received appropriate input there.

FebruaryOne patient was not fully satisfied; all the remaining patients were satisfied. Some of the comments received were, “more than expected”, “they do a great job”, “more than I would have expected” and “it gives me a lot of assurance that we will receive the support and care when the going gets really tough”.

March Two patients felt that the service exceeded their expectations; the remaining nine patients felt their expectations were met.

12. How do you feel you are benefitting from the St Barnabas Community Team/ What else would be helpful?

JanuaryFourteen patients expressed satisfaction and benefit from care and visits from the team; one wanted more contact; the wife of one patient would appreciate a regular update from a doctor; one would find it helpful to talk more about worries about their illness. “top notch”, “great support”, “ we are benefitting very well” and “knowing you are there for me” were the nature of the positive comments written.

FebruaryOne patient expressed dissatisfaction with the service, “plenty of chat which is nice but I don’t think they can do much in between”; all remaining responses were very positive.Some examples of comments written were, “they have given me peace, reassurance and understanding”, “a truly wonderful facility and people”, “reducing my concern”, “I consider I am very well cared for” and “I am no longer on pain relief thanks to the care monitoring of the team”.

March One patient felt that meeting people and making friends was something additional that was desired; one patient believed it would have been helpful to know about the service while in hospital and was

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grateful to the district nurse for making the referral. The remaining comments were extremely positive, including the following, “thank you from the bottom of my heart, I could not get through this without you”, “they’ve given me strength and amazing support” and “nice to know you are there”.

Summary

37.5% of surveys were returned completed; of these the overwhelming majority of patients were very pleased with the service available and provided by the St Barnabas Community Team. However, a few patients expressed some dissatisfaction with timing of referral, although only one mentioned unacceptable delay from referral to first contact.

Despite our aims to ensure confidentiality, patients appeared to want to name a nurse in order to praise them for the contact and support received; one included a donation with the completed form. My only conclusive recommendation would be that increased satisfaction appears to correlate with a full explanation of the services provided by the St Barnabas Community Team and this does not always appear to be done by a member of the team.

Rachel Nassif April 2012

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