You Said...We Did

Patients and members of the public regularly give feedback about their experience of health services through surveys, focus groups and verbal feedback.

We take all patient feedback seriously, we have listened to this and have introduced significant improvements that will have a positive impact on patients experiences of healthcare services across Ireland. Tell us about your experience - e-mail yoursay@hse.ie

Find out about what patients have said about their health services and what changes have happened.

You Said...We Did

You said

Patient feedback indicated that there were no facilities for young adults in the waiting room of the Emergency Department (ED) of Mercy University Hospital in Cork and that a Nintendo game would be good. 

We did

The Patient Liaison Officer in the hospital got in contact with Game Ireland and Nintendo UK a stand alone pod with 2 Nintendo DS consoles attached to has been installed in the waiting room that can be used by young patients who attend the ED.

You said

Feedback from patients attending Mercy University Hospital in Cork highlighted that the hospital’s Patient Handbook was outdated.

We did

As a result of this feedback, a new Patient Information Pack has been created that also includes an updated Patient Handbook. It will be launched shortly.

You said

Patients commented that the vending machines in Mercy University Hospital were full of sugary snacks and fizzy drinks and a healthier option should be made available, especially in the hospital.

We did

The Patient Liaison Officer made contact with  the rep for the vending machines and had some of the fizzy drinks replaced with fruit juices and water, some of the crisp snacks replaced with popcorn and some of the chocolate bars replaced with healthier snack bars.

You said

Patients in Our Lady of Lourdes hospital, Drogheda recommended the need for more detailed information on how to care for their wounds after a C-section.

 

We did

Together with patients, an information resource was developed to enable them to care for their wounds once they have been discharged from hospital. Feedback from patients highlighted that this resource makes a difference to them as it empowers patients to safely look after their wounds and identify when something needs further attention. Galway examples: you said, we did

For further information on this resource please contact:Mairead O'Hanlon

You said

Colposcopy services for women are not available in the Midlands area. Almost 25% of women attending this service in Galway University Hospital are from Offaly, Roscommon and Westmeath. Women from these midland counties complained about the expense of travelling and the difficulties in arranging childcare.

We did

As a result of the feedback from women an outreach clinic was set up in Portiuncula Hospital Ballinasloe. This clinic facilitates women who need follow-up smears by the specialist colposcopy team. Feedback from the women who have used this service is very positive. This example highlights how healthcare teams are always trying to deliver care which puts patients first.

For further information about this service contact Maura Molloy

You said

Feedback from women attending the colposcopy clinic inGalwayUniversity Hospital highlighted the need to provide early morning clinics.

We did

The healthcare team in Galway University Hospital, now commence their clinic at 8.30am on a Thursday morning to accommodate women who are looking for early morning appointments. Feedback from women has been very positive.

This example highlights how the colposcopy

team in GUH take patient feedback seriously and improve their services based on what matters most to patients.

 

You said

Patients said that there was a need to develop a patient awareness campaign about the National Early Warning Score System.

We did

Together with patients we developed a patient empowerment resource, designed to educate patients about the National Early warning score system. These resources are available on the HSE web-page. Click on this link www.hse.ie

National Early Warning Score

You said

Patients recommended that feedback leaflets should include three simple, clear questions.

We did

Together with patients we developed an improved patient feedback leaflet. It includes three simple clear questions, which have been identified by patients. The leaflets will be available in all health service locations. Please continue to give staff feedback about your experience, all feedback matters.

National Early Warning Score

Staff Guide: Using patient feedbackto improve healthcare services

The purpose of the Staff Guide: 'Using patient feedbackto improve healthcare services' is to assist service providers with the effective capturing, understanding, analysis and use of feedback from service users. It aims to highlight the need for patient involvement to be meaningful and embedded in each service. It complements the work and guidance which we have already developed in patient involvement and healthcare.

Staff Guide: Using patient feedback to improve healthcare services

You said

Results of patient surveys highlighted that patients would like to have a greater say in the decision making about their care.

We did

Together with patient advocacy groups and patient representatives a National Policy on Consent in healthcare was developed. This is available at the following link www.hse.ie and will be implemented across all healthcare services in Ireland.

The patient leaflet entitled Its safer to ask about …. your care plan was developed with patients and includes questions that patients can ask their healthcare team about their care plan.

 

Your Workbook, It's Safe to Ask

You said

Patients said that more work needed to be done in promoting hand hygiene and infection control.

We did

The most recent campaign on hand hygiene provides very good direction about the five key moments for hand hygiene. These resources were developed to empower patients and to refresh people’s minds that clean hands save lives. See http://www.hse.ie/eng/health/hl/hcaiamr/handhygiene/

National Early Warning Score

You said

Parents and young people said that the National Healthcare Charter needed to be adapted for children and young peoples services.

We did

Together with parents and young people, a National Healthcare Charter for Children’s Services has been developed and will be launched in September 2013. Children will be involved in designing the information leaflets for the Charter.

 

National Early Warning Score

 

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