You Said, We Did February 2016

Participation Feedback January - February 2016 Comments Cards* Number of responses Jan 16

Feb 16

Day Patient

0

0

Inpatient

2

6

Outpatient

0

0

Known to Inpatient and Day Services Family, carer or visitor

0

0

1

2

Staff / Volunteer

2

1

Not known

0

0

Total

5

9

Mar 16

Apr 16

May 16

Jun 16

Jul 16

Aug 16

Sep 16

Oct 16

Nov 16

Dec 16

*Comments cards do not require to be fully completed.

Page 1 of 10

Question 1

Do you feel welcome every time you come in to the Hospice?

Feb-16

Jan-16

0

2

4 Never

6 Sometimes

8

10

Most of the time

12

14

Always

Question 2

Do you find the information provided to you about the hospice services and facilities helpful?

Feb-16

Jan-16

0

2

4 Never

6 Sometimes

8 Most of the time

10

12

14

Always

Page 2 of 10

Question 3

Have you been cared for with dignity and respect?

Feb-16

Jan-16

0

2

4 Never

6 Sometimes

8

10

Most of the time

12

14

Always

Question 4

Do we involve you as much as you would like in decisions about your care?

Feb-16

Jan-16

0

2

4 Never

6 Sometimes

8

10

Most of the time

12

14

Always

Page 3 of 10

Question 5

Have we been able to support you in managing your symptoms?

Feb-16

Jan-16

0

2

4 Never

6

8

Sometimes

10

Most of the time

12

14

Always

Question 6

Do you feel you have had opportunities to discuss wishes, hopes and fears for the future?

Feb-16

Jan-16

0

2

4 Never

6 Sometimes

8 Most of the time

10

12

14

Always

Page 4 of 10

Question 7

Do we provide enough support for family members and friends who care for you?

Feb-16

Jan-16

0

2

4

6

Never

Sometimes

8

10

Most of the Time

12

14

Always

Question 8

Do you think the hospice maintains a clean environment?

Jan-16

0

2

4

6

Never

Sometimes

8

10

Most of the Time

12

14

Always

Page 5 of 10

Question 9

Do you think the food and drink provided is of good quality?

Feb-16

Jan-16

0

2

4 Never

6 Sometimes

8 Most of the time

10

12

14

Always

Page 6 of 10

Question 10

Were you able to get a drink or a snack of your choice when you wanted?

Feb-16

Jan-16

0

2

Never

4

Sometimes

6

Most of the time

8

10

12

14

Always

Page 7 of 10

Do you have any comments you wish to make about the quality of staff who work in the Hospice?

Date Feb ‘16

Comment from: Family member

Family member

Feedback: You said The staff at the Hospice are all very lovely, incredibly professional but also approachable. The level of care my sister received was outstanding The staff were very caring and showed such compassion. I was very impressed by the care my brother received and by the way we also felt cared for by the staff.

Action: We Did Thank you for such positive feedback.

We are delighted that you have found the team have been professional and caring.

Do you have any comments you wish to make about the quality of leadership and management of the Hospice?

Date Feb ‘16

Comment from:

Feedback: You said The Hospice is managed perfectly. I have nothing but praise for your services.

The Hospice seemed very well managed and provided an excellent level of end of life care. For my brother – a huge contrast to a busy hospital ward.

Action: We Did Thank you for your highly complementary comments.

Inpatient

Feedback: You said Showers have been hot or cold; No heating for 4 days. Food is not always hot, especially at lunchtime.

Staff

Is it possible for a donation box to go into the Dunsyre Room, as a few

Action: We Did We were very disappointed to receive this feedback. We will review the issues raised and endeavour to address them as a priority.

We are grateful to staff member for

Family member Family member

Any further comments: Date Feb ‘16

Comment from:

Page 8 of 10

relatives have offered me money for using the facilities? I have explained that it is free but they insisted so I explained to them that there is a donation box at reception.

Family member

Inpatient

There are insufficient words to describe how well you cared for my sister in her final days and the support you gave to our family. Thank you.

Keep doing what you do – we were so grateful to be able to spend time with my brother, in the last week of his life, in such a caring environment. Thank you from us all.

First impression excellent.

Inpatient

Food good; no complaints but boil wash socks.

Inpatient

Tranquil; I am very contented.

Inpatient

No complaints; food good. Nurses excellent.

Inpatient

Well looked after. Staff good.

Inpatient

Spacious and quiet; food splendid but small quantities.

Inpatient

passing on this request. Our hospitality strategy aims to provide warm welcoming and relaxed environments for our patients and families. The facilities in the hospitality rooms are provided free of charge and we do not wish for anyone to feel in any way pressurised into making a donation. Our fund-raising team are always happy however to discuss different ways you can support the hospice if you wish to.

We are very pleased that we were able to help you all through this difficult time.

Page 9 of 10

Social Media Feedback Received Date Feb ‘16

You said Well done and thank you. St Columba’s Hospice is a wonderful place with nurses and volunteers who gave my mum so much care and comfort in the last weeks of her life, your dedication is to be applauded.

The Hospice does so much for people and I know through personal experience that the staff are amazing and were so kind to me when my mum was in there so thank you.

Definitely is a home from home not just for patients but for the families too.

It has the most compassionate supportive staff I have ever met.

Words cannot express how this place makes me feel. I think it is the most peaceful place I have ever been in, their quiet room is beautiful.

Page 10 of 10