Across our hospital sites we have a team of patient experience volunteers called ‘the listeners’ who collect on the spot reports from patients at their bedside or in day clinics.
The listeners talk at length with patients and ask them a number of questions to identify if they have any concerns about their care which need addressing. The listeners report their findings to the Patient Experience Team who will immediately talk with the service managers and take appropriate action, if necessary; to ensure a patients stay is as comfortable as possible.
The ‘listeners’ so far have resolved problems around meal-time arrangements, faulty nurse call systems, broken TVs and bathroom equipment, and delays in treatment. They have also made a number of referrals to the Chaplaincy and Patient Relations Team at the request of the patient.
For further information about this scheme, or if you are interested in becoming ‘a listener’ please contact Leanne Macefield (Patient Involvement Manager) on 01253 955520 or e-mail: Leanne.Macefield@bfwh.nhs.uk