The ophthalmology department at The Rotherham NHS Foundation Trust (TRFT) has taken an innovative approach to gathering feedback from its patients.
The team recently organised an interactive event where past patients were invited back into the Trust to give first-hand accounts of their eye care, relating to cataracts.
During the event patients could revisit their treatment journey through interactive zones which were set up in Rotherham Hospital’s lecture theatre.
For example, patients could travel through departments including pre-assessment, out patients, theatre and ward environments, all complete with medical equipment and specialist staff which acted as visual aids to help trigger memories of the patients’ treatment in order for them to give feedback.
Patients who have had eye treatment over the past 12 months were invited to the event and approximately 150 patients, along with family and friends, attended the session. Patients were also entered into a prize draw giving them the chance to win one of seven hampers.
Tea, coffee and cakes were served at the event helping to create a relaxed and informal environment for patients to speak openly and honestly to staff about their experiences at the Trust.
The event also gave patients the chance to raise any outstanding queries they had about their treatment, allowing the team to put follow-up appointments in place for the patients.
Teresa Foster, Business & Service Manager for Ophthalmology at the Trust, commented: “We find that we get a greater response to this type of interactive event than from undertaking the usual satisfaction surveys. Many of the patients relish the chance to come back to see staff and to meet with others who have been through a similar experience with their eye care.
“It’s also nice for staff to receive feedback directly from patients and the event has been a great success thanks to the hard work of Julie Drobek and her team.”
The event is the third of its kind to be hosted over the last few years at TRFT and the team would recommend the event’s format to other departments who are seeking feedback from patients. Teresa added: “The information we have gathered today is very valuable when it comes to moving forward with the services we provide and to ensure that we are giving patients the best levels of care possible.”