Patient and Family Satisfaction Surveys
Woodlands Hospice is committed to receiving, reviewing and evaluating feedback from patients, their families and carers, visitors and others associated with the care it delivers.
The Hospice uses a variety of methods to seek feedback including the use of questionnaires, ‘comments, compliments and complaints’ leaflets, visits from Trustees and external reviewers, and ‘floor-walks’ by the Chief Executive and Patient Services Manager.
Historically, annual surveys at Woodlands have been undertaken individually by each service such as the Inpatient Unit, Outpatient Services and Clinics. Response rates have been variable and it has been difficult to draw conclusions. For the 2014/15 survey the Hospice developed one questionnaire to circulate to users of all its services (with the exception of Hospice at Home service users who undertook a separate survey as part of a service evaluation). This process was repeated for the 2015/16 survey, this time including Hospice at Home patients and families. This enabled a comparison of results which can be seen in the 2015/16 Survey report.
All comments arising from the survey results are considered by the Hospice Senior Management Team. Resulting improvement ideas are included in the Hospice action plan.
The questionnaire was developed with the support of Woodlands Patient, Family and Friends Forum, as well as the Hospice’s Dignity Group.