EOCW 2024 – BISH & Patient Experience

“As a whole team, we share the patient feedback we receive and discuss the positives and the suggestions for improvements.

The positives are taken as a morale boost and individual feedback is provided for those specifically named in feedback, to use for CPD/revalidation purposes.

The suggestions for improvements are seen as challenges, which as a team we find solutions for. For example, putting a mirror in the sample testing room for self-taken throat swabs, creating a quieter space to reduce communication in reception, and encouraging one-way communication to avoid information being overheard in the waiting room.

Not all solutions are successful or can be ongoing issues, e.g. trying to get a queuing system for patients on the phone so they have an idea of how long they will be waiting on the phone to get through (this is a constant bugbear!).

In addition to this, we listen to our patients’ needs and provide an environment that is stress-free and non-judgemental – this again comes across in the patient feedback.

We are constantly adjusting the clinics depending on demand and capacity, which ensures patients receive a timely appointment with no waiting lists.

We pride ourselves in being an open and honest team that is supportive of our team members. The team dynamic is positive, and encourages staff to speak out about any issues or ideas that they may have.

We also pride ourselves on our staff development and I am particularly keen to encourage skills / talent development across the whole team.

It’s a great team to work in and I am immensely proud of what we have achieved here at BISH. Our patient feedback is exemplary and speak volumes of the high standard of care that patients receive.”

Jane,

Head of Service,

Barnsley Sexual Health Clinic.