Patient experience

Patient experience and feedback is really important to us. It helps us to improve our services and the experience for our patients.

Here are some examples of how we have helped our patients, as well as some of the feedback we have received.

Patient feedback

“I am very impressed with the service. It was very easy to access an appointment, and the person I spoke to was helpful. I was offered an appointment locally and the nurse on the day was approachable and professional.”

Barnsley Sexual Health Clinic

“The doctor came across very friendly, making me feel relaxed. She asked me clear and inquisitive questions, and I came away from my appointment much happier.”

Tieve Tara Medical Centre

“Staff are always kind, compassionate, supportive and treat me with dignity and respect. They are fantastic, and I can’t thank them enough; I trust staff at the service.”

County Durham Drug & Alcohol Services

“The nurse was a really nice lady. She made me feel at ease straight away, she didn’t rush me, asked me lots of questions. Listened to my answers and suggested a few things to help me.”

HMP Northumberland 

“The nurse was very clear and helpful with the advice and support she gave me. It helped me make the necessary changes to help with my health and wellbeing.”

HMP Haverigg

Patient stories

Jay’s story
Sheila’s story
Carl’s story
Ewan’s story

Jay’s story

Wakefield WY-FI

Jay was referred to Wakefield WY-FI for support to engage with homelessness, addiction, offending and mental ill health services. On the WY-FI traffic light he presented as red, chaotic and not engaging with support.

Jay is 54, suffers from depression, anxiety, lack of sleep and was afraid to leave the house. He was at risk of being evicted from his property due to rent arrears and a charge of carrying an offensive weapon. He was failing to attend appointments with various agencies.

Jay’s was also a victim of modern slavery. A drug dealer was forcing him to store things at his home and drive for him. Jay was scared of him and would not leave the house or go anywhere alone.

With the help of his navigator, Jay has been able to engage with the appropriate services.
He explained the circumstances of his offence to the housing officer, and as he had not had any previous incidents during his tenancy, he was given a suspended behaviour order rather than eviction. He is now making regular payments through a payment plan for his rent and arrears.

Jay was already in services for heroin addiction but struggling to attend the chemist for his daily opiate substitute due to his anxiety. His navigator helped him to talk to his drug worker about this and as he had not used for some time, he was able to try a new treatment of monthly Buvidal injections. He is stable on the lowest dose of Buvidal and plans to be abstinent by year end.

With the support of his navigator, Jay is now attending his mental ill health appointments. He is building his confidence and managing his depression and anxiety. He has been referred to Talking Therapies for support relating to sleep and to continue his positive mental health recovery.

Jay has almost completed his Community Order for his conviction and is engaging with phone appointments with his Probation Officer.
Jay is now engaging well with all services, thriving in his own tenancy and no longer at risk of homelessness.

His anxiety about leaving the house which was a barrier to attending appointments has improved with help and support. The person who was intimidating him has been convicted, and without this threat he feels much safer.
He now goes out to shop for himself, enjoys taking his dog out on daily walks and is engaging positively with neighbours. He is registered with a dental practice and has been attending appointments.

Jay said: “Ever since I have been with WY-FI it has been excellent. It has done me the world of good and my navigator has been excellent, I could not praise him enough.”

Sheila’s story

HMP Low Newton

“I’ve used the mental health services. I’ve been housed here at the in-patient unit for about six weeks, since having my baby. It’s quieter down here than the main jail and I’ve got the nurses nearby if I need them. I’ve been separated from my baby whilst I’m in prison.

I’m just starting on medication. I have a personality disorder and so whilst I was pregnant I couldn’t take the meds.
Mental health wise, I’ve had a crisis and I’ve been on constant observation twice. They’re there straight away if I need them. I’ve built up relationships with people I can trust. They’re friendly here, you know they’re not going to gossip behind your back and talk about your problems to other people. I know if I was in crisis, I’d know who to speak to. It makes me feel better, makes me be open and honest about stuff.

The midwife supported me when I was pregnant. She delivered my baby. And she’s done us a Separation Box for the baby. She pushed for contact between us and now I have contact three times a week.

The midwife has really helped us. The separation from the baby is hard and I’ve been crying a lot. I was in a domestic violence relationship and now have that bond with my midwife to tell her about it. She’s been there for me. We done hand and footprints for the Separation Box. I’ve done a Memory Book, where I write about my bad and good days for my baby when he’s older. I’ve got a nappy and two teddy bears, a vest and Babygro. And little comfort blankets; he has one and I have one for a week and then we swap them so he has my scent when he’s away from me. It’s a special memory box and she’s gone out of her way to help me with it.

The midwife went for funding for me as well. My nan brought baby stuff to the hospital but the midwife got me nappies and baby clothes.
It feels a lot better being here. It’s good to be able to talk to someone I can trust.”

Carl’s story

Sexual Health Services

“I initially found a lump in the genital region. I contacted Spectrum and the receptionist got me a consultation with the doctor. I was diagnosed with a genital wart and was asked if I would like a sexual health screening, which I accepted.

A week later I got a phone call to ask if I would go in straight away. Unfortunately she said I’d tested positive for HIV. Which was devasting to hear. But she was very calm – calm is a good word for it. As I wasn’t. I was devastated.
I didn’t feel rushed to process it. She literally sat there, just letting me process it a little, but checking I’m alright. She said that once we get treatment and things under control, it would be fine. And life, my life, would still go on. She explained all the science behind it, the modern treatments for it.

I told her I suffer from depression and mental health issues. I was feeling a bit, not suicidal, but I could have had the intention. She told me, don’t go to work tomorrow, stay home and process. If she didn’t hear from me by 10 o’clock she’d ringing me. They don’t chase you; they don’t pressure you into talking to them, but they encourage it.

I went home that night and told my partner, and the nurse arranged for us to go in the next day. None of the consultation felt rushed, we were given time to ask questions and process.

All the way through the nurse has been there if I needed her, with a non-invasive attitude. If I need to talk, I can go in, if I don’t want to talk, I don’t have to. I would say my experience, from start to finish, apart from hearing such bad news, has been positive. Nothing has been too much trouble for them.

All of them were just normal. It’s the best way of describing it, it was just normal to them. I didn’t feel like a freak or poisonous. They remember you, they’re polite and friendly. When I go in, I feel like I’m the only patient there. I’m a priority. That’s made it a much easier experience to go through.”

Ewan’s story

Substance Misuse Services

“I’m in rehab due to misuse of alcohol and drugs. I’ve had trouble with alcohol since 16 and now I’m 24. I did some work with the service before, but I wasn’t ready for the change. I was just paying lip service at the time.

I was still using; I felt I was forced to do rehab by exterior people, the other professionals in my life. It felt like a chore rather than something I wanted to do. It helped speaking to people about my mental health, but in terms of coming off drugs and alcohol I was lying to them. I ended up coming off the service altogether thinking that everything would be fine.

It wasn’t. This time I hit rock bottom spiritually, mentally, physically. I knew it was time to change or I’d end up dead. I hit rock bottom, I lost my children. Tried to commit suicide. I couldn’t put finger on it, but I was ready.
So, I went to the service and I got allocated a worker after I did a screening on my drugs and alcohol intake and asked what I wanted to be in my plan. I got allocated a worker within the first couple of weeks. She was direct and gave me clarity on the best approach for my personal recovery.

I was a bit anxious at first as I’d been in and out of the service before. It was in me mind, will they believe me this time? But they welcomed me and I got an assessment. One thing they’re brilliant at is not judging you.
I attended groups because with addiction it’s better to connect. It’s about reconnecting and getting out of the house and having structure and routine. They’re open to challenge. They want you to be honest as it’s open honest recovery.

I find it easier to speak to someone who’s been through it. Having workers who have experienced it is key to people’s recovery. It is for me, personally.

I’m thinking of becoming an ambassador for the service. It shows that recovery is possible. Someone who’s been through the madness and come through the other side. I can help with other people by living recovery right in front of them. I want to give back instead of taking all the time. I want to do that and help them know that there is light.”