| Criteria:
Listening to and acting on feedback |
|
add new entry |
| Evidence
/ Entries |
Contact |
Added / Updated by |
Date |
|
Posters & forms |
Paul Young |
Janet Murat |
03 February 2006 |
| All services/clinics display, 'Complaints, Comments & Compliments 'posters & forms |
| Comments cards |
Janet Murat |
Janet Murat |
11 August 2006 |
| The clinical nurse specialist HIV team undertook a mail shot of comments cards for 'compliants and comments re the clinical nurse specialist team to the patients on their caseload in September 2005. This has provided limited feedback as possibly as sent out as part of a mail out. Therefore the CNS team aim to give to every patient after seeing for approxiamtely 3 aapointments. Also to liaise with main stakeholders such as non-statutory organisation to ask if comments cards can be left at the reception |
| Informal complaints log |
Paul Young |
Janet Murat |
03 February 2006 |
| WYPS introduced an informal complaints log as many clients do not want to formally complain but mentioned comments to frontline staff |
| Training materials & evaluation |
Tammy Potter |
Janet Murat |
03 February 2006 |
| The Options team deliver training to professionals to support participants with the skills and knowldge towork effectively with young people. All training is evaluated and future training is adapted to take into account comments & suggestions |
| HIV training Leaflet & evaluation forms |
Sascha Auweiler |
Janet Murat |
11 August 2006 |
| The clinical nurse specialist team provide HIV specific training to professionals working in North East London to support the development of skills and knowldge to work with people with HIV effectively. All training sessions are evaluated to adapt and inform future programme development. Patient experience of health services reported by patients accessing CNS service is also used to inform the use of case studies in training |
| Workshop evaluation |
Tammy Potter |
Janet Murat |
03 February 2006 |
| Options work with young people in schools , youth clubs & other settings , all workshops are evaluated & are adapted to take into account the comments and suggestions |
| Needs assessment data |
Tammy Potter |
Janet Murat |
03 February 2006 |
| The Options saturday clinic was set up as the result of a needs assesment wherby young people stated they wanted to be able to access a service on a saturday |
| CNS HIV team offer choice of venue for appointments |
Janet Murat |
Janet Murat |
11 August 2006 |
| Patients accessing the CNS HIV team expressed a wish to meet the CNS team in other place other than their home due to potential confidentiality concerns. Appointments offered in either the WYPS & Positive East , non-statutory organisation or other venues identified as appropriate by the mutual agreement of practitioner and patient. By providing appointments, a 'drop'in' session & regularly attending Positive East the CNS team are visible and accessible for informal advice to the local HIV positive community who access Positive East |
