10 The big picture / Gathering feedback


Marie Curie People


We care about feedback


Every suggestion and comment – big or small – helps us provide better care and support. Here’s what we’re doing to get more people we help to share their feedback on our services with us.


F


eedback is important at Marie Curie. We use it for a range of purposes – from informing best practice,


policies and training for our clinical staff to shaping service improvements and development for the future. Claire Williams, Feedback and


Complaints Manager in the Quality Assurance team (pictured above), says: “By listening to people’s experiences of our services, we can understand what we’re doing well, how we can improve and what’s important to the people we’re here for. “For example, patients at our West


Midlands hospice told us they wanted more social contact while staying at the hospice. So we trained a team of local volunteers, who now visit and offer companionship to patients at the hospice. Increasingly, we’re also finding that regulators want to see that we


have the right processes in place for people to give us their feedback and how we respond to the feedback we get.”


How people tell us what they think There are a number of ways for people to share their views on Marie Curie’s care and support services. They can complete a feedback form or online survey, send us an email and contact us by phone. At Marie Curie Hospices, colleagues


and volunteers use tablets to encourage patients and their families to tell us what they think. Our Quality Assurance team also


conducts regular in-depth phone interviews with bereaved family members about the care they’ve received from Marie Curie.


A new feedback hub Last April, we launched the Patient Experience Information Hub at the Marie Curie Hospice, West Midlands. At this hub, a team of four trained


INFORMATION HUB: volunteers have been trained to gather feedback from families


volunteers sends out surveys by post to family members who have been supported by Marie Curie Nurses and Healthcare Assistants in the last six to 12 months.


Caring Services feedback is increasing each year:


feedback surveys received in 2016


3,833 5,774


feedback surveys received in 2017


(Figures above cover all Caring Services, from January – December).


By listening to people’s


experiences of our services, we can understand what we’re doing well, how we can improve and what’s important to the people we’re here for.


Claire Williams, Feedback and Complaints Manager in the Quality Assurance team


Neil Torbet, Divisional Service


Improvement and Implementation Lead for the North East, who has been involved in setting up the hub, says: “In the first nine months, our fantastic team of


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