Have your say

If you have been in touch with our service, we would like to hear what you have to say about it.

Your feedback will help us to make sure that everyone has the best possible experience and feels comfortable, safe and valued as individuals. This is our aim and you are the best people to tell us whether we are getting it right.

How do we do this?

• Listening events: a chance for anyone who has used the Trust’s services to come along and share with us their experiences and any ideas they may have about improvements.
• Reflections forms: for patients, carers, families and friends to give us feedback and comments..
• Patient Experience Questionnaire: A longer form, designed to capture information about how we are doing in relation to the things we know are important to patients who use our services. If you are a patient, please can you use the online form to give us feedback
• Questionnaires: From time to time we ask for direct feedback about particular areas of our services. We do this in the form of questionnaires and we try to approach patients and those close to them with sensitivity and due regard for their particular situation.
• Email: use our ‘contact us’ form to send us any comments you may have.
• Complaints: We hope that you are pleased with the service we provide. However, if you feel in any way dissatisfied with our services please follow our guidance on making a complaint
• Are you a relative or carer of a patient who receives care and support from Weldmar Hospicecare? If so we would like to hear from you.

If you would like to discuss any of the above, please do not hesitate to contact Jane Johnson, Assistant Director South using the contact form or calling 01305 762012 .

You said … We did …

In 2017 and early 2018 patients, carers, families and visitors gave us feedback, which we have acted on.

Children’s events

• You said … “My eldest son found the remembering part in the children’s event hard”
• We Did … We asked our Counselling and Bereavement Service to review and be clear about the purpose of this event and make any necessary changes

Chaplaincy Services within Day Services

• You Said … “Sadly very little I can say. Not at all good. A nice chap called in ONCE about 6 months ago – very genuine and talked to all club members here, ‘non churchy’ but has never come back! Poor experience”
• We Did … Our Chaplain, Reverend Sally Bedborough, has recently recruited some very committed volunteers to her chaplaincy team and she makes sure a chaplain is available to provide some input to each day centre where possible

Joseph Weld Hospice environment

• You Said … “There was a very strong smell of cigarette smoke in the corridor”
• We Did … In response to previous concerns about this we have changed the no smoking policy so that it is now only patients who can smoke on the premises. We have fitted a more effective extraction fan in the smoking room. Unfortunately, we will never be able to completely reduce the smell if someone walks past just as someone has entered or left the smoking room

• You Said … “Please could we have a bench outside of Joseph Weld for people to wait for taxis?”
• We Did … This has been carefully considered but is felt to be unsafe due to the busy car park and number of ambulances that come and go. There is however ample seating inside and in the gardens