10 December 2024

During September, the Grenfell Health and Wellbeing Service (GHWS) team undertook the yearly feedback week which provided users the opportunity to feedback on our service and to help us to improve the quality of support that we deliver.

Feedback was provided through a number of options which included email, SMS and through informal conversations with service user consultants.

We are grateful for all the positive and constructive feedback that we have received and for everyone who took the time to fill in the feedback.

We are committed to addressing the issues raised and look forward to progressing these in the coming months.

You can view our posters by clicking on the image and downloading or alternatively you can view the full results below

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  • More Toys   
  • More board games             
  • More books
  • Maybe toys or something that will entertain us in the waiting room                                                                    
   We have heard that more toys and books would be something you like to see in the waiting area.  We will be asking some of the young people who have used our service and become service user consultants to help us to select some games and books that are things they would like to see in the waiting area 
  • Mints (have them available in the reception area)
   Unfortunately having sweets available year-round isn’t something we as the NHS would be able to provide, as we are conscious of the negative impact of sugar on health issues such as weight diet and tooth decay.  However, at special times of the year we all can have some treats, and we will make those available at reception.

 

 

  • I am very happy with the service but have noticed that because of cultural differences I cannot always express myself fully and/or have to explain myself at length to be understood 
   We do endeavour to try and match clients and practitioners where there is a language or cultural fit.  However, this is not always possible, which we do recognise can create problems as you describe here.  Whenever we recruit new staff members, we will continue our policy of encouraging applications from people from ethnically diverse background that reflect the ethnicity of people who use our service and live in the neighbourhoods we serve.               
  • I did not co create [my treatment plan]”    
   Please do speak with your worker or therapist about this in the first instance and discuss how you can co create a treatment plan together.  If this is not dealt with to your satisfaction, please ask to have a conversation with their supervisor or manager.  You can do this through them or if you prefer through reception staff.  
  • My experience as male white British is ok. I know other people are less happy.” – when asked for GHWS cultural and respectful service rating
      
  • Give people some idea at the start as to what a good outcome would be like
   We work with individuals to set personal goals for the work we do together which we can look at to see how we are achieving these.  Sometimes this is difficult to do immediately as people may not be sure themselves of what they would like to be different.  Sometimes these goals change quite quickly, and new ones become more important.  If at any point you are feeling unclear about what the work is trying to achieve, please do raise this with the worker you are engaging with, we always welcome this type of conversation.  
  • Provide more support to the younger less experienced therapists
   All of our therapists receive regular supervision and professional development and inhouse trainings  
  • Create an environment where by the more experienced therapists can pass on the knowledge and techniques to less experienced therapists
    
  • Tell therapists they can never say 'I can't help you there' but they should refer the patient back to their manager so another therapist can work with them. Two patients said they received the I can't help you response
  

Sometimes talking therapies are not suitable for the issues and problems that people face.  We do try to help people find the right type of help for the issues and problems they are facing.  Sometimes this is beyond the remit of the NHS but if this is the case, we endeavour to find the right agency who can offer the right help. If this is not dealt with to your satisfaction, please ask to have a conversation with their supervisor or manager.  You can do this through them or if you prefer through reception staff.

  
  • Find a way of updating knowledge for the team, using the experiences of the therapist i.e. using words instead of numbers
  

Our in-house training and professional development and our cultural competency spaces are where we can share our learnings as a team across our professional trainings.  We find this to be enriching for all of us and it is part of the benefits we find of working in multi-disciplinary teams.  We also encourage our staff to write anonymised case studies to share their experience for others to learn from which is included in key reports which staff are sent.  We also open up to learning from other experts in our field and most importantly in learning from you, the people who use our service.  We are grateful for the feedback you give us and the time you take to share your knowledge and expertise with us.

  
  • This is my experience as a proactive adult. I am not as pleased with the service in relation to children
   We would like to understand more about what it is that you are not pleased with.  If you can leave your details with us and are happy to be contacted by a member of the service, we will follow up on this concern  
  • You should add more games and toys in the waiting room so people don’t get tired of waiting like cars and operation and hot wheels
  

We have heard that more toys and books would be something you would like to see in the waiting area.  We will be asking some of the young people who have used our service and become service user consultants to help us to select some games and books that are things they would like to see in the waiting area.

  

 

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