You Said, We Did November 2015

To St Columba’s Hospice:

YOU SAID SO WE DID

Staff went the extra mile

What we like is…

Fantastic Environment

Safe and secure Professional

Could you please… ?

Might be better if …

Compassionate and Caring Please use the Comment Cards available throughout the Hospice to share any feedback with us. We’d love to hear from you.

Page 1 of 12

Participation Feedback January to November 2015

Comments Cards Number of responses Jan-15

Feb-15

Mar-15

Apr-15

May-15

Jun-15

Jul 15

Aug 15

Sep 15

Oct 15

Nov 15

Day Patient

0

1

0

1

0

1

0

0

0

0

0

Inpatient

0

6

5

1

5

2

5

3

4

7

5

Outpatient

0

0

0

1

0

0

0

0

0

0

0

Known to Inpatient and Day Services Family, carer or visitor

x

2

0

0

0

0

0

0

0

0

0

4

4

5

1

7

3

5

12

3

4

3

Staff / Volunteer

x

1

1

1

2

6

0

2

4

1

7

Not known

0

0

3

1

1

0

2

4

3

3

3

Total

4

14*

14

6

15

12

12

21

14

15

18

*Comments cards do not require to be completed fully Page 2 of 12

Question 1

Do you feel welcome every time when you come in to the hospice?

Nov-15 Oct-15 Sep-15 Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0

2

4

Never

6

Sometimes

8

Most of the time

10

12

Always

Question 2

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

Nov-15 Oct-15 Sep-15 Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0

2

4 Always

6 Most of the time

8

10

Sometimes

12

14

Never

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Question 3

Have you been cared for with dignity and respect?

Nov-15 Oct-15 Sep-15 Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0

2 Always

4

6

Most of the time

8 Sometimes

10

12

14

Never

Page 4 of 12

Question 4

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

Nov-15 Oct-15 Sep-15 Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0

2

4 Always

6

8

Most of the time

10

12

Sometimes

14

Never

Question 5

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

Nov-15 Oct-15 Sep-15 Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0

1

2 Always

3 Most of the time

4 Sometimes

5

6

7

Never

Question 6 Page 5 of 12

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

Nov-15 Oct-15 Sep-15 Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0

2

4 Always

6

8

Most of the time

10

Sometimes

12

14

Never

Question 7

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

Nov-15 Oct-15 Sep-15 Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0

2 Always

4

6

Most of the Time

8

10 Sometimes

12

14

Never

Page 6 of 12

Question 8

Do you think the hospice maintains a clean environment?

Nov-15 Oct-15 Sep-15 Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0

2

4

Always

6

8

Most of the Time

10

12

14

Sometimes

Never

Question 9

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

Nov-15 Oct-15 Sep-15 Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0

2

4 Always

6 Most of the time

8 Sometimes

10

12

14

Never

Page 7 of 12

Question 10

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

Nov-15 Oct-15 Sep-15 Aug-15 Jul-15 Jun-15 May-15 Apr-15 Mar-15 Feb-15 Jan-15 0

2

Always

4

Most of the time

6

Sometimes

8

10

12

14

Never

Page 8 of 12

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

Date Nov ‘15

Comment from: Family

Feedback: You said I write to express my gratitude for all the wonderful care shown to my sister <name> whilst she was being cared for in St Columba’s prior to her death on Sunday morning.

Action: We Did Thank you for such positive feedback. We are delighted to hear our team was able to support you so well at such a difficult time.

The competence and professionalism of your staff was immeasurable and their loving care made my sister’s last days as comfortable and restful as possible as well as being of great help and comfort to all her nearest at that time of great sadness. The strain and sorrow of losing my dear sister was made so much easier knowing that she was being looked after so well.

Please extend my thanks to all your receptionists, auxiliary staff, nurses and doctors. Their help and kindness was very much appreciated by me and other members of our family.

Unknown Unknown

Family member Inpatient

I feel it was such a privilege that she was able to spend her last days in St Columba’s.

All the staff are so good – thank you.

I would like to especially thank George the chef who went to extra efforts to make food which was suitable for my special dietary needs.

It was no problem to him., Many thanks I would also like to thank all the staff for their care and attention. It is much appreciated.

The staff are lovely. I sense their compassion and any requests are never too much to ask. Lovely staff.

They are very caring and will do all they can to help. (Though there are regular/consistent nurses/staff, there do seem to be a lot of different Page 9 of 12

Family member

care staff.

Maureen and Val in Pentland ward are fantastic staff members.

We telephoned the family member and thanked her especially for lovely feedback. She said we should be very proud of my staff who go ‘above and beyond’.

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

Date Nov ‘15

Comment from:

Feedback: You said

Inpatient

Simply outstanding.

Family member

Great

Action: We Did Thank you for your complementary comments.

Any further comments: Date Nov ‘15

Comment from: Unknown

Inpatient

Feedback: You said I am a visitor on Open Day. It is a beautiful building and there is a wonderful and friendly atmosphere. The work done here is amazing and very humbling.

Activity room

Action: We Did We are very pleased that you enjoyed the building. We are all very happy with it too.

We are currently in the process of creating family lounges and an art room in the IPU and have employed a family support assistant and are recruiting a team of volunteers to increase availability of activities and support for our patients and families. We look forward to developing these roles over the coming months.

Page 10 of 12

Member of staff Volunteer

Volunteer Family member Family member Inpatient

A delightful ‘make over’ in the Pentland ward– a pleasure to show relatives around – well done to those involved – I Love It. Noise from the vending machine in the reception incessant and irritating in the extreme.

The vending machine makes a terrible noise.

Outstanding care given to my dad Beautiful environment; everyone so patient and kind.

Food can sometimes arrive lukewarm.

The call buzzers go day and night. Can the volume be turned down a bit or perhaps a central office staffed to deal with all the calls in one place? A system to alert staff to the caller is needed as well.

Staff

Maybe it would help if we had 2 sets of keys – cut down distance and time.

Staff

Auxiliaries do patient care and collecting and washing dishes. If busy is washing up necessary at tea time?

We are glad you love it too.

We will continue to monitor the noise from the vending machine and hope that upcoming interior design work will absorb some of the echo feel of the main reception area. The vending machine has been provided in response to patient and family wishes so we are keen for it to remain in place.

We have purchased plate covers and are continually reviewing how we serve meals to minimise this issue recurring.

We are currently reviewing whether we can adopt a call system to ring ‘silent’ alerting staff through the use of existing pager system. Staff currently are alerted to calls by monitors and pagers and by lights outside each room. We hope the changes to silent system will improve things for all who use our services.

We are currently investigating possibilities of additional keys for each ward and other measures to help staff complete tasks more effectively.

We are reviewing roles across all teams so we can continually ensure the right Page 11 of 12

Staff

Porridge again not always hot or soup. Insulated dishes?

Inpatient

Nebuliser needed in morning. Panics if too long a wait (once 40 mins).

Inpatient

Lewis gets every mention and goes the extra mile and makes <name> feel special.

Volunteers on wards under used - could their time possibly include printing and stationery, inpatient activities, family support assistant

Inpatient

staff are doing roles at the right time.

Nursing teams involvement in domestic tasks is being reviewed as part of this.

Lids have been provided for use when serving meals to ensure temperature retained.

Resolved through discussion with the patient. Please continue to let us know if we can personalise your care in any way.

Thank you for this positive feedback on the staff.

We are currently reviewing roles of our ward volunteers to enhance and help ensure we deliver the highest possible quality of care.

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