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Our customer care team welcome and


respond to feedback and provide a single point of contact for all concerns and


complaints across our three hospitals. We are supported by groups that focus on


the experience of our services and represent the voice of people who use our services, including the pati ent experience group; a sub- committ ee of our council of governors, the pati ent voice forum, cancer services partnership, youth forum and the maternity service liaison committ ee. All the volunteers involved in these groups help us to respond to feedback and to look at


ways we can improve pati ent experience. Each year we take part in nati onal surveys to help


us assess how well we are doing on a yearly basis and compared to other trusts. We also do a number of our


own audits and surveys and receive feedback from over 5,000 pati ents every month who complete the Friends and


Family test telling us if they would recommend our services and why.


Events organised across the Trust provide opportunity for feedback from hard to reach groups and individuals through


Hundreds of lett ers and cards are sent directly to our wards and departments, thanking the staff that cared for them or their relati ve.


14 | Annual Review 2017/18


carer’s cafes, involvement in local disability awareness events, multi -agency forums, bereavement evenings, youth forum


acti viti es, pati ent educati on sessions and health focus events. Staff can use the SpeakInConfi dence system to raise concerns


anonymously with the chief executi ve or chief nurse. Four “freedom to speak up” guardians are also on hand to off er advice to anyone wishing to raise concerns.


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