February 2018


The big picture / Gathering feedback 11


LISTENING: finding out about people's experiences can help improve services


“There’s always room for improvement”


Lesley Tumelty, Healthcare Assistant at the Marie Curie Hospice, Belfast, explains what she’s been doing to encourage more people to give their feedback. “I think there’s


volunteers worked hard to increase feedback on our nursing service by 122%, compared to the same period in the previous year. It’s also another great example of how our volunteers are helping us meet the needs of patients and their families.”


What people are saying Volunteers at the hub also help log feedback on the database so all comments can be reviewed and acted on by the relevant teams. Volunteer Margaret Barretto says: “I’ve been impressed at how much effort the charity puts into improving what is already regarded by people like me as an excellent service.


“Time and time again, I see comments


such as ‘they just always knew the right things to say’ and ‘we were treated with respect and kindness’. “It’s obvious from the responses how difficult a time it has been for these families. But it always seems that they feel Marie Curie Nurses have been their light in the tunnel.”


For more information about service feedback at Marie Curie, visit: mariecurie.org.uk/tell-us-what-you-think If you’d like to increase feedback responses for your local service, email claire.williams@mariecurie.org.uk


always room for improvement in whatever we do. I find it easier to ask people about the quality of our care through our conversations once I’ve built a good rapport with them. It’s more personal than asking them to complete a survey on a tablet or form. “We have monthly meetings to discuss feedback and things we need to address. We’ve made many changes based on what people want, such as changing the time when lunch is served or installing a TV in the lounge. “We get lots of compliments when things have gone well, and that’s the best part about my role! And whenever a patient compliments a staff member by name, I always let them know as I think it can really help to boost morale.”


Ben Gold/Marie Curie


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