1. society
2. welfare
3. healthcare
4. hospital

Q1 Individual Answers Reading Town Hall 2nd October
Q2 Individual Answers Reading Town Hall 2nd October
Q3 Individual Answers Reading Town Hall 2nd October
How can we make sure that you feel valued and cared for when
you are in our trust?
How can we keep improving our services?
How can we work together with you and your community more
effectively?
Q1 TOP 3 Reading Town Hall 2nd October
How can we make sure that you feel valued and cared for when
you are in our trust?
Q2 TOP 3 Reading Town Hall 2nd October
Q3 TOP 3 Reading Town Hall 2nd October
How can we keep improving our services?
How can we work together with you and your community more
effectively?
Responding to different needs, individual service for different people
To concentrate on what would help most i.e. a mattress for my bad back
rather than waiting since April for a cheque which strangely got lost.
Allocated a social worker long term
When first sectioned my young kids wanted to see me everyday it was
arranged but several times no staff available to escort me off the wards so
the young kids on wards my 8 year old son still remembers. Kids taken off
me and not even allowed to see them supervised i.e. - like drug people
My wife is suffering from mental health illness since 2009. I feel the level of
illness is the same it was 3 years ago. I would like to feel valued if the
doctor appointment is more regular and medication should be changed
accordingly, I just feel only attending appointment and get nothing good
outcome from the appointment
Training up to date/new technology
Speech and language therapist referral time should be quicker especially
when a under 5 is involved
3. Professionally trained and identifiable "Hello my name is .."
3. More choice with clear date demonstrating differences. Be specific on
other services you can use
3. Show people respect/consideration make clear what is available. What
are you entitled to
1. Listen empathically and sympathetically to patients. AKA respect them
Listen to patients
To be listened to valued, patiently be made aware of how long waiting tie is
for my appointments
1. Communication Two Way - listen and explain
1. Ensure staff are trained and updated to provide high quality specialist
care - bench mark against Nat study particularly for customer service
1. Being able to see/hear about the changes being made think about how
thisBeing
is communicated
2.
able to overcome the barriers that people face when wanting to
2. Try to understand the thoughts, feel the feelings of patients, put
yourselves into our shoes
Where funding allows more appointments/staff so can see a higher volume
of people - quicker referrals
Access to different hospitals who can provide us with care (choices really)
2. Waiting times for referrals
2. Seek feedback at different stages(ensuring and post provision to capture
immediate views and later reflections
get involved in development of services-staff listening and not feeling
criticised by feedback
Easy access/parking
My family medical personal details to be updated within all the
departments
3. Transport
3. Look after your staff and they will look after us!
3. Bringing resources into local community i.e. bus, staffing
BHFT to go to the places that patients/carers feel at ease 'non-clinical! - e.g.
faith groups, community groups, schools (understanding of health risks +
provision and culture)
Improved use of social media 2-way communication flow NB must respond
quickly to any Qs
1:1 with people looking after you - relationships. Family around - accessible
3. Create a professional environment - e.g. staff are knowledgeable,
experienced in their field
Communicate medical results to us in a way we understand especially
language
1. Right Staff (empathy, Listening, training)
1. Clear care pathways. Someone to co-ordinate.'Buck stops here'
1. Health promotion, training for carers, specialist community group
dementia/diabetes
Communicate feedback results- consultations in a way language that is
better understood by people from different ethnic background
2. Person centred "seeing the human"
2. More control - Book apt access to records/apt on-line
2. Make awareness of multiculturalism recognition of culture/religious need
difference
Releasing of bodies for religious burial inline with religious
timeframes(Muslims try to bury same day as passing)
4. Come and visit patients more often
More staff so you actually get a chance to discuss your query, instead of
being rushed
Keeping to time re appointments
Ability for a 'trip advisor' style rating for staff/consultants would
dramatically improve their bedside manner!
1. Empowered - Be listened to
1. Immediate feedback - suggestion boxes (better methods of evidence of
learning from issues) Accessibility and choice (time and location
2. Better information about the service you could/should expect and how
services have improved
Main communications
Support for diverse community home carers (language/religious support)
Honesty - How long will you be waiting to see someone. Response time, fob
offs
See the bigger picture i.e. treatment early particularly re CAMHS might save
a lot of money/time in the long run
Multicultural awareness roadshows (community centres)
2. Move priority between physical/mental health
3. Co-ordinated appointments - i.e. blood tests/x-rays reduced waiting
times
Range of options for booking appointments - phone/internet
Listen - patient knows how they feel but sometimes falls on deaf ears!
Online referral tracking? Don’t have to phone repeatedly
Local care centres/mobile
3. Clear communications - especially if things go wrong
1. Communication - Accessibility- 24/7 if need be/See me
Skype diagnosis for minor aliments. One big hob clinic which has extended
hours, for minor aliments etc. (bigger than the walking)
More personable
Early intervention
On-line support pages in various languages
1. Friendly staff who communicate well
2. Flexibility (equality)
Virtual consultant room
Talk about what is happening. Listen to us, discuss a treatment in an
understanding way.
No calling to make appointments (on-line automated)
Be practical and specific - how will it work?
2. Being treated as an individual and not to be judge
Text updates for delays
Try not to be vague 'some' is not a number and 'soon' is not a time
2. Act like they care
Reasons for appointment changes
3. Staff that want's to be there
Best drugs not cheapest
2. Trust and confidentiality
4. Explain what they will be doing
Better use of technology
3. Fully listening to patients
1. Training -latest EQV
Diagnosis via Skype
5. Not to rush
People first
4. Environment - warmth and empathy
2. Waiting List - waiting times for referrals
Where do you go for what?
More equality
Stop throwing away drugs
Focus on change which we can all help with and be proud of
Mental health people expected to wait in all day with no phone call
sometimes people don’t show up at all but if you miss an appointment you
Appointments made for all the same time and not take into consideration
that you may need a cigarette
Going to loving skills which basically star system destroys people then can
start building people up.
Told to do volunteering but when do because I'm a drinker shouldn’t go
because I'm looking after kids
3. To get care/services at the right time, right place without delay
1. Treated with respect, good eye contact taking time to understand the
patient
3. 21st Century personal care
1. Using resources efficiently getting services right from the beginning. No
sticky plasters to fundamental problems and creativity Apprenticeships/voluntary
2. Getting services right - being able to get a bed when needed. Coordinated services - working together
3.Consider who is accessing which wards i.e.: Male/female wards not
having people who are very distressed with people who this could cause
Seasonal clinics - i.e. flu - hay fever
1. Listen
1. To be listened to with empathy and respect giving plenty of time
3. Communications between GP and Hospital
Hub clinic
Patients feedback meeting (6/12 monthly)
Pig ignorance (lack of compassion) regarding supporting Pt with addictions
Understanding of gender issues. Recognising my rights. Mental healthcare
suited to my needs
Treatment closer to home
Housing threating to throw me out should have more support from CPN
Employ and training staff who are by nature empathetic and believe in
delivering care not ticking boxes
Training - aware of culture - staff to be aware what and why is changing
Very clear communications/limited acronyms
Tailoring the GP services to work around the needs of the users - hours 7 10 - weekend working
In my own experience with RBH/GP/Physio its 75% there - under
orthopaedic team for 6 years
Work shop as this - are we going to get feedback?
Empowering patients where appropriate/helping carers and family
members
Improving physical access to services. Transport available consistently 24/7.
Seeing the person not 'The Patient'
I would like me time to be respected - if once appointment was late and I
have questioned that I was disappointed I would expect that next time I
would be made aware that appoint. Is running late and I might need to
arrive a bit later
Tying care together. Social/education/NHS need to view budget as a whole
e.g. cheaper than social care but different budget
Understanding the needs of each individual to gain access
To be treated individually
One appointment and further examinations where needed instead of
guessing and attending various appointments
Training for carers invite family members with specific issues
Roadshows - what do people want
Make sure notes are read prior to treatment to avoid treatment being
neglected
Study - offered to appropriate people - not to everyone to encourage
people to study carers subject even if they are not suitable for the roll
To make people aware of what they are entitled to
Mobile service for certain things
To not talk above the patient
Immediate access to the specialist that I might need to speak to i.e. if given
a telephone number by GP
No ring on the day for GP's
More funds available to support local needs - lots of old people more buses
etc.
To not matter how tired or busy they are to make sure they LISTEN
Keep me informed of my results of any tests
Find Gaps in services I.e. 16 to 18 mental health issues
Kids - minor injury's in doctors daily
Respecting of people personal life choices
Name of consultant - specialist in charge of your condition
Waiting times in clinics
Effective response to needs
To note same sex couples and respect this to avoid upset and ignorance
Information of where best treatment is provided
Going back to GP to get appointment with another consultant
Local clinics to deliver services
To have clear procedures when bought in by ambulance
Be honest - if you haven't got the specialist care then where can I get it?
Only 6 weeks physio for stroke victims
Directory of all local services for each diagnosis and how to access (e.g.
trust 3rd sector etc.)
Clear, Decisions to be kept to communications
Responsive, independent, quality unit, providing feedback to medical staff
as well as patients
Continuous care - appropriate handover from one service to another if
needed
Skype services (clinically)
Missed appointments, find out why and not have to be re - referred again
Need more money (although the government wont do it)
Person centred approach - listen to the person and family
Open virtual consulting room
Keep family up to date with information
Keep unto date with society and culture and don’t make judgement or
assumptions
Have a progression from GP to hospital treatment if needed
Increase staffing - but not just by quails
Concentrate on positives and outcomes not negatives and funding - need
to know what is the outcome and then look at what is needed to meet it
Specialist community groups with whom regular dialogue can be
maintained i.e. via email/website/newsletters
Free car parking - particularly at A&E - its stressful enough without adding a
huge parking bill
Keep training staff
Groups for child up bringing autism
Communication - multiple layers/patient stories/staff stories/easy English
language/newsletters/work in the community
Don’t make hospitals like prison
Deaf/impaired sight/Disability
TAKE ACTION rather than just listen
Better use of budgets with help of money using it wisely
Mature people depending on carers
Two way communication
Make GP options more accessible - lots of people turn to A+E as it is
impossible to get GP appointment
Follow up treatment if needed - don’t assume its finished - and keep on top
of problems arising from treatment itself
2. Receiving holistic personal - care for 'me' as an individual not a
disease/illness
Patient able to refer to a consultant - not via a GP
Virtual consultant room
self refer to consultants
One point of contact
Q1 Individual Answers Reading Town Hall 2nd October
Q2 Individual Answers Reading Town Hall 2nd October
Q3 Individual Answers Reading Town Hall 2nd October
How can we make sure that you feel valued and cared for when
you are in our trust?
How can we keep improving our services?
How can we work together with you and your community more
effectively?
Q1 TOP 3 Reading Town Hall 2nd October
How can we make sure that you feel valued and cared for when
you are in our trust?
Q2 TOP 3 Reading Town Hall 2nd October
Q3 TOP 3 Reading Town Hall 2nd October
How can we keep improving our services?
How can we work together with you and your community more
effectively?
Effective Communication - 2way!!
More staff to help services and patience reduce delay (on frontline) re
structure, use resources efficiently
Cyber help service? - text phone? Online Chat? App?
Engage with community and follow up
Listen
Increase communication
Get involved in local events? Carnivals/Festivals - reading fest Gay pride
Mobile clinics
Have a genuine interest in the patient, IE not just a number but a person
Be directed to correct service to help process in general
Show your face and talk to people? - Schools/Universities - Flyers/Street
People
More engagement with the community with follow up meetings
Be honest
Do not give false hope/expectations
work with collages/universities
Use of trainees - Help advertise apprentices - services
Communicate with patient
Volunteers - make post available and time of process
Smile, don’t be miserable, Go the extra mile
Allow staff of certain level make decision - reduce level of time process
Have experienced staff
Sympathy/Empathy
Funding!!!
NHS increase in population we weren't ready for it!!
Have latest technology
Change the food
Source GPs surgery?
Over-stretched facilities
Re-viewing assessing, more emphasis in the initial contact before entering
into the system
Staff training staff No's can affect moral. Who cares wins!!!
Too many consultants form survey companies costing £10000000000 to
NHS survey after survey
Become more human!!
Be more sensitive to patients needs
1. Treated like an individual
2. Get treatment quickly and efficiently
3. Cut down waiting times
Go through alternatives (if any)
Good communication
Time to get back to the core business - looking after the nations welfare!
Review regularly staff levels
Listen to staff/carers, are their needs being provided? So can give care
required
Recognition of staff needs: Stress, health, relaxation
Reduce waiting times
Communication between specialities, departments:eg doctors surgery and
hospital.
Motivation of staff - all levels, how to ensure empathy present? Is there a
solution? Change "societies" values, encourage schools to help 'young' to
look out for each other
Keeping in contact with the patient
Make the patient feel they have a say/a choice in treatment
A quicker service - Timing
To feeling to been heard, and listened without time
To have appointment more easily in surgery's
Communication
Easier to book appointments
To not wait too long for waiting list time for hospital treatment
Individual Needs
Having surgery not waiting 6 weeks for physio
Prompt attention in A&E - Polite patient manner when interviewing
potential admmitees in A&E
Patients in wards made to feel they are in the hands of competent caring
staff. Patients should feel that if they press the call button they are not
being ignored
Maintenance:- Good infrastructure: i.e. all records NHS are centralised
Patient transport more responsive to individual needs
Qualification criteria
Valued, cared for - by training nursing staff to be excellent carers
By retraining consultants that they are @the example' to all staff because of
their experience and position. Consultants still often lack a 'bedside
manner'
Is it still the case that consultants have a certain number of operations to
achieve?
Priorities
4. Don’t be dismissive
5. Be aware of their sexuality, religion and culture
6. To be openly diverse and not stereotype
Listen to us, explain the treatment
Return' The Matron' to wards to oversee all aspects of the running,
medication and care of patients
Reduce number of agency nurses
Quick referrals (2year delay)
Referrals you can choose hospital, be informed of the hospitals available
Car Parks - Pay + display
Travel - Poor
1. Sufficient time to allow patients points in a consultation to be
understood, rather than being ignored or diplomatically discussed. Talking
Therapies
2. A feedback avenue is provided to cover all aspects of services. Mental
health issues in particular
3. Communicate
Listen to, not make assumptions
Informed
Not to expect that as a patient I have no knowledge about my condition - I
am an 'expert'
Time for explanation and questions
Time scales - when referral is made to be informed in respect of out time
Nationalise customer data
Customer service focus
CAMHS - Money and resources to reduce waiting times. More capacity for
crisis and community teams
Joint working and partnership around preventative services with patients,
support Orgs, public health etc.
Keep asking and listen to patient and carer feedback
Community need to see action from their feedback so that they feel it is
worth feeding back to the trust
Monitor staff attitudes and collect meaningful data and feed these back to
staff etc.
Clear communication
Improve staff training to provide good service and customer care
Remove burocracy and processes which slows down the response to the
emergency
Reporting back that changes have been made by e-mail after feedback has
been reviewed
Email communications with outpatients
Text appointment reminders have worked great with me and my busy
family
Have suggestion boxes for staff and patients to place improvements,
appraisals
Being able to see the changes that have been made - email - part of change
Honest opinions in a safe way as anonymity
Overcoming barriers of staff being nervous of people accessing services
having a voice - cultural change
Fear of failure - taken as criticism
Consider scenarios, someone outside facilitating solutions/suggestion
boxes/Cyber help service/App
Set up more NHS specific groups - support workers-Officers
Use resources of partnership work Volunteers/traineeship/Apprentices/collage/unit
Create cadet's - Paramedics
Working together - voice group
Advertise projects better in community of different activities, groups
Use facilities of local centres to deliver services to community
More for MH - Services in community and healthy lifestyle living
Mobile workshops/visits to supermarkets etc. to answer general questions
about NHS (not personal problems etc. i.e. ailments
Lost/Never returned - Crutches/Zimmer frames
Other equipment Cost NHS millions each year
Speak to supermarkets to provide a crate/box where equipment can be left
once a week, collected save a lot of money
Did you know questions and facts about NHS published in local papers
council notice boards/Apps
Don’t be afraid of political corrections!!
Usage of better series of public meetings at regular intervals to discuss
matters of common community concern at central venues
Improved overall publicity over all domains to get feedback and enhance
communications/news/publicity
Improved usage of social media especially Facebook and twitter to obtain
feedback
Using neglected community voluntary groups more improving working with
faith communities
Modify the way of booking appointments which is not practice creating
long waiting time and put people off
Take advantage of technology and atomise appointment booking by
creating an online waiting list with slots of time available
Communication between service users/providers and service provided
Streamlining services to maximise clinic time and speed
Be open to new venues and groups e.g. would the trust go to a temple of
place of worship etc. to talk to people of different backgrounds
Let us see results!!
To be given choice of different times and dates of appointments
More staff to work with patients - quicker service less waiting times
Staying with the same doctor throughout treatment
Social media - younger generation
Allow appointments to be booked online rather than having to call within
restricted hours
Communication - community
By constant vigilant completed with wider usage of more scientific methods
of customer feedback (forms groups, mystery shoppers etc.)
By better and more effective rationalisation of particular services
Compassion auditing
Choice training for all staff
NHS School visits
NHS stands - marketing
NHS community forums follow up on feedback
Visits to the sick
Closer working with specialist voluntary groups in the community
Open box - community can pose ideas customer focus - open days
By improvement of specialised M/H services in certain areas: crisis houses,
services for women with mother/baby units, child and adolescent services
Response at surgeries, so one can receive appointments when it is
convenient to one's personal life, rather than being told there no
appointments for a week to see a doctor to have a blood test
Communication between GP surgery and patients: verbal and written
information
To be treated as a person not a number
If there is a questionnaire provided about the service it would be helpful to
receive a feedback
Improving - Time Frames
Feedback/suggestion boxes
Neighbourhood awareness, look out for neighbours
Improve appointment availability for working people who cannot phone for
example at 8am
Use of charities/Volunteers to help with community awareness:eg
hunger/poverty
Tell once approach
Choice of locations for treatment - fit in life styles
Look out for your close neighbours be aware whats going on around your
local area and report to GP what you are concerned about, regarding
elderly people, who are in difficulities, who live alone
Q1 Individual Answers Reading Town Hall 2nd October
Q2 Individual Answers Reading Town Hall 2nd October
Q3 Individual Answers Reading Town Hall 2nd October
How can we make sure that you feel valued and cared for when
you are in our trust?
How can we keep improving our services?
How can we work together with you and your community more
effectively?
Empowerment of my own care (choice)
Ability to track my own care/appointment progress (online appointment
tracking)
Keeping Timed Appointments
Not a job number in A&E
Better informed, Scrap appointments system make the service fit the
people not the other way round
Take into Account how people get to hospital and home again
Turn off heating in the height of summer
More say in the mental health. IE option to take medicine if I don’t think its
needed and less pushy staff
A good friendly Doctor and Psychiatrist
Being spoken to by my name! more personal
Being introduced properly than just appearing
Being asked how your feeling is there pain or discomfort! Do you need
anything water, food.
Repeat if your bed ridden that a female to female, male to male when
there's toilet or washing issues.
Longer hours/Accessibility - joint
Services that respond to changing needs of its community
Training in week in centres -doctors
Themes running in services that generate awareness of prevalent issues
To make sure that people who live by their own then have a good care
package. Including mental health support
Physiotherapy not first to treat an illness, but as a prevention to prevent
falls in old people, prevent admissions to hospital
To make sure where and before people are discharge from hospital (the
elderly) they have the rapid response teams ready to arrive in people's
home
Professional reviews, tight governance
Access to more services - i.e. acupuncture, hypnotherapy, osteopathy,
counselling, Especially for minorities people with disabilities etc.
Review performance and have ensure efficiency changes are implemented
Advertise in the free paper - FB 1st of 2nd Page
Be responsive to feedback/immediate feedback
Speedy appointments assessments
Choices Convenient locations
Make changes
Communication is key
Part of steering group as services develop
Mix people up
Cross social groups
Conflicting needs of patients/Services provisions
Speak clearly, slowly, use slangs or joking language that are not familiar to
foreigners try to use formal language, but don’t be too serious, do smile!
Accessibility, consistency
Smiling
Positive customer experience
Not to Judge
Non Judgemental
Feedback - directly after service
Training of staff - customer services
What is a world class facility - learn from others/benchmark - is it all about
money?
Customer choices/what to expect form the service - clear
information/standard service you will receive
Better and more pro-active methods for people to feedback on experience
and be acknowledged
Accountability
Learning from mistakes and promoting how series have
connected/improved
Create more welcoming environments
Generate more awareness of what services do and don’t provide
Turn up on time or ring to rebook
Communicate with - listen
Shared decision making
Not having to wait a long time for treatment
Make me feel I'm important - not at bottom of list
Give me time - don’t rush in and out
Sound like you care
More awareness of healthy action plans
For instance in our GP surgery we could have every 6 months a meeting
with the surgery manager to share our concerns and experiences
Conclusion by sharing information, concerns and experiences
More information available in local surgery more advertisement
Easy access and point of contact should be available through more sources
like local surgery and internet information.
May be more leaflet information about the health services provide through
the portal information
Go out of the office
Engage with groups
Patient stories are powerful
Understanding the differences in the community and applying those
differences to achieve a positive outcome
Community based focus groups
Understanding the transgender community by talking to transgender
people
Placement onwards
Manning transgender people to tell healthcare professionals
To be more streamlined one person or few people who oversea the care I
think making the GP more responsible is a step in the right direction as they
do seem more personally involved with their patients/community e.g. eye
care dept. is too big and ineffective compared to spec savers
Get GP receptionists mailing in the form of a newsletter in the form of a
newsletter discussing seizures available - introducing the key staff giving
some case studies
Everyone has different needs
Continuity
Accessibility
Understand patients' rights
Work with other services
Listening to me
Involving me in what's happening
Have a psychiatric nurse or doctor available to talk to when in need of one
Value what we have to say
Respect my privacy
Easy to understand - diversity
There should be a greater degree of flexibility rather than just following
SOP. Staff should be encouraged to sometimes act without asking for
managers orders
More collaboration btw HCP, e.g. Doctors, pharmacists., nurses,
optometrists, suggests
Listened and respected my views and opinions
Helped me identify what I want go
Online services should be developed
Regular doctor appointment required for patient re-assurance
Have a main point of contact for where you can go with your queries
Don’t just listen to feedback, but actually take action
Have a conversation about the options - process - possible outcomes
24 hour care
Change of medication if current medication is not working properly
Skype/Parking
Hold mini meetings in various communities online forums
Communicate more effectively listen to patient feedback
Taking long time to get appointment in terms of mental health illness
specially when you moved from different city with a mental health
problem. Its really getting hard to have new appointment at right time
More flexible with appointments, especially for working people
Listening to patient/carers
Enquires and complaints
Respect
Put patients needs first
Have kind staff and friendly
Treated as an individual and not just another customer/patient
Staff training, ensuring staff are motivated/trained and feel worthwhile.
Sense of responsibility
S.O.D it
S.see it
O.Own it
D.Do it
Courtesy costs nothing.
Over managed
Asking about the patients needs. No assumption necessary
Communication between trusts. Vital if patients move from one area to
another
Listening
Explain care clearly
Time keeping for appointments
Kept informed at all times particularly when doctors visit a patient in bed
on a ward with other staff in tow no introduction who they are.
Feedback from patients - without pointed questions
Feel isolated and lonely
Parking
Don’t detain patients unnecessarily
Listening to feedback
Ensure physical problems are treated
Don’t write patients off - spontaneous recovery is possible
Please be right in the diagnosis
Diagnose, treat, discharge
Explain - in more detail
Parking
What service they can offer
Feedback form
staff - courteous and polite
Skype
reasonable - don’t feel like a number or part of a programme
More staff recruited, better service delivered
Treated promptly
Making it more accessible and clear of what services are available
Have a patient feedback from which gets looked at quarterly so they can
really understand what the public needs and wants are so the right changes
and improvements can be made
Good communication and follow up
Ask how we are feeling
Knowing who is dealing with us
Encourage public to openly interact with NHS to inform community more
with information about services offered and system processes
Set out expectations and guidelines clearly
Awareness of processes
Set out expectation levels at the start
Work Together??
Don’t treat the patient as being on a conveyor belt of treatment involve
them
Quicker GP appointments - 2 weeks later, the condition clears up! Or you
have to endure it that long
Weekend appointments with GP choices are suffer for 2 days or go to A&E
(topical at the moment)
Working with our charity to understand the impactful the adversity of the
community
To learn from the LGBT server providers network within the NHS
Communication from the top down to the front line workers
Engage with other service providers (including charity's)
Provide information on services available so people are better informed of
choices
Information to be readily available to staff (passed down & up) bottom to
top, top to bottom
Modern communication between GP & hospital - records and necessary
information given to doctors by email etc.
Constancy of care - for ongoing issues have a plan with GP/hospital and
family
Q1 TOP 3 Reading Town Hall 2nd October
How can we make sure that you feel valued and cared for when
you are in our trust?
Q2 TOP 3 Reading Town Hall 2nd October
Q3 TOP 3 Reading Town Hall 2nd October
How can we keep improving our services?
How can we work together with you and your community more
effectively?
Q1 Individual Answers Reading Town Hall 2nd October
Q2 Individual Answers Reading Town Hall 2nd October
Q3 Individual Answers Reading Town Hall 2nd October
How can we make sure that you feel valued and cared for when
you are in our trust?
How can we keep improving our services?
How can we work together with you and your community more
effectively?
Pleasant environment
Consulted throughout - communicate delays
Avoid duplication - by joining up databases
Avoid requirement for patient to do all chasing, prompting- should be staff
lead/not fobbed off
Courtesy in approach
Access and availability of services
Staff who care 24hrs
Information and time to deliver that to patients
Improved links between community and hospitals
Understanding of how to deliver services to patients
Valued cared for
Listened to
Use Skype/Face time
Parking - Price
Historically its been the length of time needed and I've dogged
determination to access treatment at the orthopaedic, RBH. Now GP has
control of funds I've been accessing speedier care privately
I feel there is good communication/information for the health service I
receive
Parking at RBH is a nightmare and should be free.
I would be happy with Skype 7 days/week longer hours service
Listen to me I know what I am feeling
Get my test results back to me quickly
Always making sure communications between patients and staff in mental
health wards was clear to the patient
Always tell the patients what's going on with their stay in hospital
Staff assessments and training (boost moral)
Staffing wards where they are passionate about where they work, some
people don'ts really believe in some wards
Concern
Take time out to understand
Process treatment being outlined
When doing obbs be compassionate with those around e.g. (I've just had a
baby and they do all Obbs around the clock when your trying to rest)
Answer call bells quickly - bleeping machines to be monitored better and
quickly
Listen to the staff
Admit when you've got it wrong.
Patients limitations need to be understood, respected and catered for
Don’t dump me just because I'm quiet and don’t ignore me
Confidentiality
A patients history (their care/lack of care for themselves) should not affect
the level of respect and care they're given
Correct staffing levels - Overwhelmed staff cant do their jobs properly
Don’t have too much red tape - make it easier for the staff to do their jobs
not worse
Knowledge and understanding of my needs
Clear information that I am helped to understand
Someone to answer questions
Involve service users much more than at the moment - they are the experts
Keep hospital environments pleasant and well kept
Keep mentally ill violent people (sorrel) away from other wards.
Relax the rules for night time couldn't get fresh air at night or a drink from
the cooler.
Bluebell ward way overcrowded with different mental illnesses some
violent patients I couldn’t get onto my ward I was meant to go to which was
Daisy ward
1-2 aggressive staff on bluebell ward caused some discomfort going room
to room telling you to clean up
Keep listening to what people say: compliments and complaints
Eye contact, Showing you aren't too busy
People doing what they say they are going to do
Staff and services taking time to listen and understand
Provide effective and timely support and treatment
Treatment to be based on positive outcomes
Environment that is welcoming and promotes confidence (not run down
etc.)
To be listened to on opinions of treatment, given options
Allowed to be given time to move away from care
To be communicated on what is going on when in care/treatment on
regular basis - to avoid isolation
Make conversation (ease's patient anxiety)
Talk calmly, politely
SMILE
Offer food/water
Quick service
Don’t delay telling the patient any news
Attention to and provision of better and outstanding levels of and
standards incorporating customer service this has a number of domains
including:Advice listening
Empathetic attitude
Non judgemental attitude
Respect
Politeness
Friendliness
Person centered approach
Clear non-jargon approach
Ensuring care plans involve the patient and their carers and include all
factors which affect care/treatment
Compassion
Respect for diversity and difference
Auditing and benchmarking of care
Clear regular evaluations of care pathways
Listened to treated as an individual not a diagnosis or symptom - recognise
I have a life outside of my healthcare
Quickly fix the things that are going "wrong" (complaints)
Have regular focus groups with "Patients" and "Carers" about their
experiences (quality) (Safety)
Involve more In improving the services
From my own point of view I cannot really fault the actual treatment I have
received over the past couple of years and I am not sufficiently acquainted
with any other areas I am not directly involved with to sufficiently
acquainted with any other areas I am not directly involved with to suggest
"improvements"
Stop Rip-Off car parking - charges perhaps?
More responsiveness to patients cries in wards?
Open communications
Seminars
Listening to the people
Operating best practices from the private sector
Pay staff more, give positive feed back to NHS staff which will give them
positively which will then translate to the patient and improve relations
Staff Retention
Keep people updated
Have opportunity for people to give feedback
To explain treatments and procedures
To try staff in diversity and to inform them
to provide opportunities for staff to access information with ease relevant
to patients
to provide opportunities for staff to access information with ease relevant
to patients
To provide clear procedures in treatments/admissions
Communication still !! Ongoing
Give public praise where due (boards etc.)
Speed up waiting times when possible
More GP appointment (longer hours? Evenings etc.)
Follow up appointments
Make A&E a triage system - 1 Department rather than being stuffed back
and forth. Walk in clinic attached to A&E?
My wishes being listened to even if they are not possible at the time
Know that I know myself and so my concerns about treatments etc. are
valued
Have to know what is happening as it happens
Consideration given to my home and personal circumstances
As much choice as possible being given to me!
Faster and quicker service
Kept in contact to know what happening/how long you will be waiting for
service
working with the same Doctor
Make an effort to keep information available - again communication based
A friend or relative aware/present over light; comfortable chair/bed
Help with physical care: sensitively given
Good listening skills
Drink i.e., water, food easily reached from bed or chair
Clear explanation of treatment
Spiritual/faith/respect for 'religious' differences = support
Respect and dignity
Understandable - 2 way communication again!
Provide relevant and up to date training/procedures
Employ people who want to be there
Remember the Hippocratic oath
Listen to patients ideas and complaints
Understand the patient and their needs fully
Take time to reflect on what has worked and not work
Treat patients with respect
To fasten service for Doc. Appointments
Communication faster between hospital and surgery - doc
Respect patients
Train staff to have better knowledge, being more friendly
Quicker - shorter waiting times
Easier - don’t have to be referral by GP always
Modernise the system, from machines to training
Speed waiting time
Mobile clinic set up around community's
Have open days if these are not done already more events like this perhaps
Q1 TOP 3 Reading Town Hall 2nd October
How can we make sure that you feel valued and cared for when
you are in our trust?
Q2 TOP 3 Reading Town Hall 2nd October
Q3 TOP 3 Reading Town Hall 2nd October
How can we keep improving our services?
How can we work together with you and your community more
effectively?
Q1 Individual Answers Reading Town Hall 2nd October
Q2 Individual Answers Reading Town Hall 2nd October
Q3 Individual Answers Reading Town Hall 2nd October
How can we make sure that you feel valued and cared for when
you are in our trust?
How can we keep improving our services?
How can we work together with you and your community more
effectively?
That I would be listened to in my time of need, so I could receive the best
treatment.
Timely response in emergency
Personal
Rapport with the staff
Customer friendly
Passionate staff
Empathetic staff
Competent staff
Professional Staff
Views of user considered
Friendly staff
To be listened to in order for the doctor to understand my issues without
wishing (as I experienced in the past)
To be looked often without obstacles such as bureaucracy
and future issues to be in the way of my full recovery thee aim should
always be the well being of the patient
To trust people with the respect and not seen as just someone ill who
needs to be looked often
Don’t be scared to be PIONEERs in the field. Sometimes fresh ideas work
best
Compare KPIs/Performance with other leading counties and use them as a
benchmark!
More accessibility to GP's and NHS priorities
Be tougher on time-wasting patients
Value NHS staff
Q1 TOP 3 Reading Town Hall 2nd October
How can we make sure that you feel valued and cared for when
you are in our trust?
Q2 TOP 3 Reading Town Hall 2nd October
Q3 TOP 3 Reading Town Hall 2nd October
How can we keep improving our services?
How can we work together with you and your community more
effectively?