“All absolutely top notch caring staff” says new Patient Survey
Earl Mountbatten Hospice is committed to achieving the highest attainable quality of life for our patients through the services that we provide. To aspire to this an annual patient survey is conducted to seek the views of the patients that are cared for in Hospice and those that attend the Day Hospice.
Patients Score Hospice 100% in Dignity and Respect
“All absolutely top notch caring staff”
The key findings of this survey have shown that patients are extremely satisfied with all aspects of their care provided by the Hospice. Good communication, support and confidence by those that care for you are important areas for patients that are undergoing a difficult time in their lives. This survey identified that all patients (100%) always had confidence in the staff caring for them, as commented by one person “Fantastic staff, very caring and supporting”.
Dignity, respect and privacy were rated as always being shown by all of the staff when caring for the patients.
The written information provided by the Hospice was found to be highly rated and useful by the patients. A more pro-active approach in ensuring information on how to make a complaint was identified as one area for improvement, as around 38% of patients’ surveyed were unsure of the process. However, many patients commented that they ‘Did not need to make a complaint, so did not need to know how to do so’!
Almost all of the patients cared for in the Hospice or Day Hospice rated the cleanliness as excellent. The fresh food provided by the Hospice’s own kitchen was rated as excellent by the majority of people as was the variety, choice and the quality of the food. The general environment was also considered to be excellent by the majority of patients.
All (100%) of the patients stated that they were satisfied to very satisfied with their involvement in the planning of their care and almost all felt that they always had the opportunity to ask questions when they wanted to. In addition, 91% stated that they always had enough time to make decisions about their care.
A large number of patient’s use the volunteer transport when attending the Day Hospice which was extremely highly valued. The promptness, comfort and safety of the journey were rated as excellent. In addition, the volunteers that provide this service were described as ‘Helpful and friendly volunteers.’
The Hospice endeavours as far as possible to meet patient’s individual needs and wishes and had always achieved this in 90% of instances. This was illustrated by one person’s comment ‘I felt so confident with everything, my wife was with me a lot of the time and was treated with the same respect and we both came out full of gratitude of all the staff. We could not have been treated better. Thank you all.’
The Hospice truly values and encourages both positive and negative feedback from our patients to make it possible for us to review our care and services that we provide to palliative care patients on the Island. So many thanks to all the patients who have taken the time and effort to complete the survey because your experience and views are very important to us at the Hospice as you are helping us help you.