You said, we did

Mental Health Services

You said: I did not receive support when my care co-ordinator was off work
We did: The leadership team will ensure that when care co-ordinators are off work their patients are contacted with a plan of support

You said: It is difficult to speak to someone in my mental health team even though there should be a duty worker available
We did: The duty team is now composed of more staff so that they are more responsive to patient contact

You said: Nobody told our family where my husband was after he was admitted to hospital and we thought he was missing
We did: Staff will ask patients who have been detained about whether their family are aware of where they are and if anyone should be contacted by the ward team

You said: I was provided with the wrong appointment details which meant the appointment was missed and rescheduled for a month later
We did: Appointment confirmation texts will now be generated automatically to reduce the risk of human error

Forensic Services

You said: My children were unable to visit me in the hospital for seven weeks after my admission
We did: A child contact leaflet will be prepared for patients to support them with the process of requesting contact with their children

You said: My religious needs were not met as I was not able to attend Eid celebrations
We did: Processes have been strengthened to ensure religious requirements are recorded, shared with the team and appropriately considered during significant religious events

You said: I was assaulted by staff but no body worn camera or CCTV footage was saved
We did: The system has been updated so that footage is saved as standard process when allegations have been made

You said: I was injured by another patient as staff did not intervene in a fight
We did: Staff have been reminded to ensure that appropriate supervision takes place in communal areas

Community Health Services

You said: As an Autistic patient I found the vagueness around wait times to be distressing
We did: The service reviewed the wording and communication around wait times

You said: I didn't receive any update about my position on the wait list in over 3 years
We did: The service have teamed up with Patient Knows Best to send regular contacts out to confirm a patient is on the wait list and offer signposting support

You said: My mother did not get a pressure mattress soon enough which caused her pressure sores to get worse
We did: The team will upgrade equipment earlier in a patient's care before pressure damage deteriorates

You said: There was a lack of privacy when I arrived at the reception desk and had to explain who I was there to see
We did: The operational manager has implemented steps with the reception team to protect patient sensitivity when checking in for their appointments

Mental Health Services

You said: My child's personal information was disclosed to another family by mistake.
We did: A full guide on how to confidentially share patient data with the intended family has been provided to staff and training will be provided every year. (Children, Young People and Families)

You said: I did not receive support in the absence of my community psychiatric nurse.
We did: The management team are now proactive in contacting patients to arrange support in the long term absence of their allocated nurse. (AMH Community)

You said: I had a number of concerns about the safety of the ward during my father's time there.
We did: The ward have been undergoing safeguarding work including regular drop in sessions from the safeguarding team and additional safeguarding training. (Older Persons Care Unit)

You said: My wife's property went missing while she was staying on a ward.
We did: The ward have made improvements on how patient property is stored and documented to reduce the likelihood of items going missing. (AMH Inpatient)

 

Forensic Services

You said: My son was subject to court proceedings due to a lack of information sharing.
We did: All doctors have been reminded to share information about any court proceedings with the whole multi-disciplinary team. (High Secure)

You said: Gym sessions were cancelled because there were not enough staff available.~
We did: The team are re-centralising their activities to ensure sessions can be offered more consistently based on their staffing challenges. (High Secure)

You said: The patient phone keeps cutting out during calls.
We did: Hospital management, the IT team and the phone supplier have worked to find a solution to this issue. (High Secure)

You said: Staff were not listening to my allergy requirements which led to me having to miss meals.
We did: There is a process to double check that meals meet patient allergy requirements as well as ensuring these are properly labelled. (Low Secure)

 

Community Health Services

You said: I was not contacted when my visit was deferred.
We did: The service have a process in place to contact all patients when visits are deferred. This practice will be audited. (Proactive and Planned Care)

You said: The team did not provide my father with a catheter passport.
We did: Every patient will be provided with a catheter passport to support proper documentation. (Proactive and Planned Care)

You said: I was not expecting a call about my referral and did not have enough time to discuss my needs fully.
We did: An initial call will now be used to book in a suitable time for a more thorough discussion of a patient's referral. (Specialist Services)

You said: My catheter was not changed by nurses despite concerns that it was blocked.
We did: The team have been reminded to follow the blocked catheter flowchart meaning any concerns should lead to a catheter being changed. (Proactive and Planned Care)

Mental Health Services

You said: I did not know what activities my daughter would be able to do while on the ward.
We did: The ward activity timetable has been clearly displayed on the ward. (AMH Inpatient)

You said: I was being treated differently by staff due to my ethnicity.
We did: A development session is being run by the Equality and Diversity team which will discuss how to sensitively discuss ethnicity with patients. (AMH Inpatient)

You said: A referral was never made for me, despite this being agreed in an appointment.
We did: An internal working instruction is being developed which requires referrers to check that their referrals are being processed. (AMH Community)

You said: The service declined to see my son and it seemed like we were being passed between services due to his complex needs.
We did: Staff are able to seek advice from colleagues who are registered children's nurses and can offer support with care planning where physical health and mental health interact. (Children, Young People and Families)

 

Forensic Services

You said: I slipped in the shower because the floor surface was unsafe.
We did: The Head of Nursing reviewed all bathrooms to ensure they were up to the required safety standards. (Medium Secure)

You said: A staff member was not using appropriate restraint methods.
We did: This incident has contributed to restraint training to ensure staff are aware of the need to use the most up to date techniques when a restraint is required. (Medium Secure)

You said: I was not informed of my son's legal proceedings which led to him receiving a fine from court.
We did: The Social Work office will ensure other teams are aware when a patient has a financial appointee in place. This will ensure they are informed of matters affecting the patient. (High Secure)

You said: I disagree with an allegation made by staff. Staff are working with a negative bias against me.
We did: Staff have been encouraged to accurately document a patient's presentation and to activate body worn cameras for all incidents of aggression. (High Secure)

 

Community Health Services

You said: My stepfather's dressings weren't changed as visits kept being delayed.
We did: Robust processes are in place to manage the safe deferral of visits. All deferred visits are risk assessed to support safe decision making. (Proactive and Planned Care)

You said: My mother was left at home alone following her discharge as the arrangements with the care agency were not fully in place.
We did: The hospital are now provided with the details of the patient's care agency as part of discharge planning so they can liaise directly with the carers when needed. (Urgent Care and Therapy)

You said: The care of my mother was substandard and neglectful.
We did: A back to basics action plan was implemented across hospital wards to address poor practice. (Urgent Care and Therapy)

You said: It took the service ages to respond to my request for a change in medication as there are not enough staff.
We did: A number of new admin staff have been recruited and are now in post. (Specialist Services)