Service user feedback – Naas hospital host awareness day

POSITIVE FEEDBACK AT 73% IN NAAS GENERAL HOSPITAL SERVICE USER SURVEY

The hospital held a very successful awareness day for staff recently regarding service user feedback management.

The emphasis was on enhancing service user engagement and promoting effective communication between healthcare workers, patients and their families. A staff survey was undertaken to assess knowledge in this area and to guide further training. The hospital promoted the ASSIST model of communication to help staff in the resolution of complaints. This model is also used for open disclosure conversations.

Mairead Holland, Quality and Patient Experience Manager and her team marked the day with a stand in the main Hospital foyer. The SLT Department promoted the ‘Hello my name is...’ campaign with reminders on coffee cups and ice creams. The Your Service Your Say Policy was discussed with staff, clarifying the different steps in the process and how staff can work to resolve complaints at point of contact. The hospital introduced a verbal complaints report form in 2020 and this assists staff in documenting first point of contact complaints management.

Many of Naas General Hospital’s healthcare workers were surprised to hear that 73% of service user feedback in 2020 was positive and complimentary. As compliments tend to be under reported, the hospital also shared the Positive Feedback Report form with staff.

The main theme in 39% of formal complaints received in 2020 was communication and information (as per National Healthcare Charter). With this in mind the hospital shared information on how to communicate clearly and also promoted the ‘Hello my name is...’ campaign. Simple things like staff telling the patients their name can put patients at ease and positively influence their experiences in hospital. Patient engagement and compassion need to be at the centre of everything we do.

CLOCKWISE FROM ABOVE: The Speech and language therapy team; the Quality and Patient Experience team; and the coffee cups promoted by the SLT department.

HOSPITAL CELEBRATES PRIDE MONTH IN JUNE

Staff at Naas General Hospital at the stand in the main reception to promote inclusiveness during Pride Week. During Pride Month in June the Medical Social Work Team in Naas General Hospital facilitated a stand in the main reception area with flyers, posters, lanyards, literature, window stickers, and flags. The MSW Team encouraged all Departments and staff within Naas General Hospital to reflect on their work environments to make them more open and welcoming, so that LGBT people are visible and celebrated in our workplace. Staff attended the stand and showed their support. As a hospital, the staff are proud to show through the rainbow flag that we are striving to be an LGBT+ inclusive community for all patients, visitors and staff. When you see the rainbow colours in the Naas General Hospital you will know it is a safe space for any person to declare their sexual orientation or gender identity if they choose to do so.