"You Said, We Did" Case Study 1 

We received some feedback from one of our patients regarding issues accessing properties.


This patient had phoned the NHS 111 service and was referred onto the out of hours service. When the clinician arrived at the patients property there was no response from the patient and therefore the clinician could not carry out his assessment.


The patient phoned back to complain and it was then established that they were unable to get to the door due to mobility issues.


So that this issue did not occur again we have now implemented a question into the initial telephone assessment where we ask the patient whether there are any access issues to the property. The patient then has the opportunity to inform us of their situation and we can take down key codes so that our clinicians are able to access their property.


This was easily rectified and rolled out immediately.

 

"You Said, We Did" Case Study 2

We received some feedback from one of our patients regarding keeping sanitary towels in our bases which can be used following any internal examination.


This problem was easily rectified and rolled out immediately across all of our bases.


What might seem a small problem and not previously thought about was an issue to this patient who found their situation embarrassing and did not want it to happen to another patient.


We were able to ensure that our clinicians were advised about this across all areas and they were able to recognise the distress that this may cause. 

 

This small change proved extremely important and beneficial to our patients and was easily rectified.