Blackpool Hospitals Tell Us

At Blackpool Hospitals we wanted to gather as much feedback as we could, both positive and negative, from all areas of the Trust.

The friends and family test (FFT) had been introduced but we wanted to go further.

We had our campaign branded and used FFT, complaints, national surveys and local surveys all included.

We used this to educate staff in dealing with all aspects of feedback (negative and positive) and also how they can learn from feedback.

Giving people permission to feedback:-

'I don't want to complain but' posters in wards.

Patient leaflets redesigned and sent with admission letters redesigning complaint process to make it person centered.

A complaints review panel was developed, the patients panel was formed & got involved in Trust improvements and mystery shopping all implemented to move the organisational culture to become more person centered and understand the value of feedback and what our services meant to the individual.
Categories:
  • Fabulous Stuff
  • Multidisciplinary Team Working
  • Valueing Service Feedback
  • The 4 Candles Award
  • Learning from carers
  • Listening to service users
  • Improving feedback
  • Secret shopper
  • Acute > Fabulous Stuff
  • Acute
  • Leadership and Management > Fabulous Stuff
  • Leadership and Management
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  • Primary Care
  • Community Services > Fabulous Stuff
  • Community Services
  • Mental Health > Fabulous Stuff
  • Mental Health
  • Social Care > Fabulous Stuff
  • Social Care
  • Commissioning and Procurement > Fabulous Stuff
  • Commissioning and Procurement
  • Acute > Multidisciplinary Team Working
  • Leadership and Management > Multidisciplinary Team Working
  • Primary Care > Multidisciplinary Team Working
  • Community Services > Multidisciplinary Team Working
  • Social Care > Multidisciplinary Team Working
  • Mental Health > Multidisciplinary Team Working
  • Commissioning and Procurement > Multidisciplinary Team Working
  • Leadership and Management > Quality and Performance > Valueing service feedback
  • Leadership and Management > Quality and Performance
  • Acute > Learning from carers
  • Community Services > Learning from carers
  • Primary Care > Learning from carers
  • Acute > Listening to service users
  • Community Services > Listening to service users
  • Primary Care > Listening to service users
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