Aims: St Christopher’s Hospice in South London, regularly collects users’ views, using a variety of methods. The aim of user feedback is to learn patients and carers’ opinions about the care St Christopher’s provides, in order to ensure that it is as helpful as possible, and to identify any potential areas for improvement. The process must ensure that any identified problems will be addressed.
Method: St Christopher’s uses questionnaires, audits and a user forum to gain patients and carers’ views. Returned questionnaires are analysed and quarterly reports prepared, showing satisfaction ratings and comments received. The user forum meets three times per year. All feedback is reported to the Clinical Governance Committee, the Council of Trustees and meeting participants. Follow-up actions are monitored.
Results: Questionnaires have an average 35% response rate. Most replies indicate high satisfaction levels. Items requiring further action have included spiritual/emotional care, food provision and information needs. The user forum has highlighted practical issues including staff identity labels, direction signs around the hospice and access.
Discussion: Changes to service provision have been instigated by user feedback. However, its effectiveness is dependent on commitment from management and staff. There remain questions of representativeness, and how to reach those not currently participating. Further potential may exist to involve others, but needs consideration of resources such as staff time and funding. The user forum acts on different levels-providing evaluation of services but also enabling patients and carers to meet others in a similar situation. Participants have wanted to give something back to the hospice, and feel that they benefit from their involvement.