How we have used your feedback

 Token box feedback

The idea behind the box is simple; it has three compartments each labelled Fabulous, Fair Enough and Frightful. These are given to service users at our Wilberforce Health Centre site so they can tell us what they thought of the service they have received.

We have started to support different local charities by using the token box, each token posted is worth 10p. At the end of a 3 month period, the token box is emptied and the money added up and given to the charity.

Current token box charity:

MS Society - http://www.mssociety.org.uk/near-me/branches/hull-beverley-borough-and-holderness-branch

So far, we have donated to:

 

Freddies Friends - http://www.freddiesfriends.org/

Between 3rd July and 29th September 2012 service users posted 688 tokens which equated to £68.80 for Freddies Friends.

User Satisfaction Survey results 2012/13

The Hull and East Riding Sexual and Reproductive Healthcare Partnership is dedicated to listening to its users and using this feedback to improve the services we provide.  We are doing this through a range of methods, one of which is a questionnaire that is completed by service users once they have completed an episode of care.

Once the service has been evaluated, results are collated and a report is written.  Each service is being encouraged to complete an action plan to say how they will use this feedback to improve the services.

Feedback from users has been encouraging with high levels of satisfaction recordedfor the care they have received from staff.  Please click on the services below to see the full report.

For information on consultations undertaken by City Health Care Partnership please click here.

Family Planning User survey - coming soon

Community Gynaecology Survey 2012/13 results

Click here for the report

GPSI Survey Results 2012/13

Click here for the report

CASPHER Survey 2012/13 results

Click here for the report

Erectile Dysfunction Survey 2012/13

Click here for the report

Contraception and Sexual Health Survey 2012/13 results

Click here for the report

Website evaluation using a focus group

in 2010, we asked a group of young people (aged between 14 - 17) to evaluate the young people's information available on the site to ensure that it was meeting their needs. 

As well as exploring site in general, the group were asked to undertake 8 tasks and then provide feedback on how easy/difficult it was to complete the tasks.

The group of young people offered suggestions on how to improve the site.  From the feedback we received, we have:

- ensured that all videos were supported by written information.  Not all people will have the right software on their computer ro watch the videos

- ensured that the location of sites for emergency contraception were available on both the 'emergency contraception' page and 'contraception' page

- re-named some of the forms that can be downloaded to make it easier to understand.  For example we have re-named a form 'self-referral form for LARC'

- reduced the number of clicks it takes to get through to the clinic times pages

- added a statement to the clinic times and services page to inform users that the clinics and times appear further down the page and will need to scroll down

- made the link to the bus time tables has been made more obvious

-   added an explanation of how to use the maps to find clinic locations

- changed the name of the 'engagement' section of the site to 'your opinion counts'

Some other chages were suggested and we are looking into whether these are possible.

We found the feedback really useful and will use the advice and information they provided in the development  of other web-based services.

 

 Patient information folders

In many of the clinics that we provide, we find it difficult to provide information to our service users.  There is sometimes not enough wall space or there is simply too much information. 

As a result of the feedback about information available within the clinics, we have developed Patient Information Folders.  These folders are available in the waiting areas of all our clinics and provide information on services provided by us, and others, in Hull and Esst Riding. 

The folders are split into four sections:

- Patient opinion

- Policies and patient information

- Feedback from service users

- Services

We are continuously adding to and updating information in these folders.

Virtual Clinic - development of the site

In 2011, we launched our Sexual Health Virtual Clinic.  The aim of this clinic is to provide online support to those who need it, but who may find it difficult to get to a clinic or may feel embarrassed about visiting a clinic.

The clinic allows those who need support to discuss their worries with a qualified nurse.  When the virtual clinic is closed, users can leave an email and will receive a response from the nurse.

During the development of the site it 2010, we asked members of the public to help us with the development of the appearance of the site.  We were given feedback on aspects of the site such as the colours and images used, the name of the site and the wording used.

The age range of those we consulted with was 13 years to mid-forties.

The site was developed according to the feedback received and was subsequently called the 'sexual health virtual clinic'. 

You can visit the clinic by returning to the hompage and clicking here

 Patient Opinion

We joined Patient Opinion during 2010.  Patient Opinion provides services users with a web based platform where they can post feedback and comments regarding services provided by us.  We believe it is very important to listen to this feedback and respond to the opinion as soon as possible. 

We have received recognition from Patient Opinion for the number of opinions posted on the website during 2010.  In addition, Patient Opinion has highlighted the work of the Partnership in its national advertising. 

In response to the information posted by service users on the Patient Opinion website, we have made changes and developments to our service.

Our latest improvement has been to update the clinic times on the answerphone to ensure that they are up to date and reflect the times the clinic currently run.

For more information, please visit www.patientopinion.org.uk

 

Consultations

Photographs for Conifer House

During the development of some new artwork to be displayed at Conifer House service users and staff were consulted regarding their preferred images.

As a result of the feedback, changes were made to the proposed photographs and preferred choices were identified and produced.  You can see these displayed around Conifer House.

Genital Care Leaflet - 'Tips for your Bits'

                                         This leaflet was developed by one of our Genitourinary Consultants to provide local people with advice and information on how to care for the skin around the genital area.

When developing the leaflet, we asked both people who used our services and those who didn't about:

  • the wording of the leaflet

  • the information in the leaflet

  • the name of the leaflet.

109 people aged between 15 - 77 years old gave feedback. The results showed:

  • 97% of those consulted understood all the information in the leaflet

  • 74% thought that they got all the information they needed

  • 82% felt that it would help them to improve their personal care

  • 93% understood all of the words

'Tips for your Bits' was the name you chose for the leaflet.

What we did with your feedback

We added more explanation into the introduction and changed some of the words used.  We also changed the layout of the information to make it easier to read.

 

CASPHER Texting Service

The Chlamydia Awareness Screening Programme for Hull and East Riding (CASPHER) Team currently use text messaging to let people know their test results. Young people are responding well to this service and the CASPHER team wanted to look at using text messages to remind people to have another test a year later.

We asked 44 people aged 13 - 25 years old:

  • whether the texts are a good idea

  • what the text should say 

  • if this service should be 'opt in' or 'opt out' 

  • how people like to be tested 

The results were:

  • 89% people thought this would be a good idea

  • 68% would not object to an annual reminder

  • 54% thought that this would need to be an 'opt-in' service, therefore, they would need to give permission to receive the text 

  • 48% preferred the message 'Hi CASPHER team here, just reminding you its been a year! Please pick up a test from ur nearest site'

  • 52% said they would prefer to get their test kit from their local clinic

What we did with your feedback

Although we are now unable to develop this texting service at this present time, the results will help us in the future when we consider developing this service again.

 

CASPHER Freebies consultation

The Chlamydia Awareness Screening Programme for Hull and East Riding (CASPHER) Team, based at Conifer House, are a screening programme set up to 'screen' for chlamydia in the Hull and East Riding area.  The service is aimed at people aged 14 - 24. 

They give out freebies with their contact information on to those who visit them at public events, colleges, universities etc. 

We consulted with people aged 14 - 24 to establish which freebies the people in this age group wanted.  We gave them options of different freebies and asked them to also offer any suggestions they had.

We consulted with both users of the sexual health service and non-users we contacted through the Young Peoples Customer Panel.

We received 72 completed quetsionnaires in total.  To view a break down of results, click here

What we did with your feedback

We ordered four of the top five items preferred by the group consulted.  The items were:

  • Lollies

  • Lip balms

  • Keyring stash case

  • Mints

The fifth item suggested was a bottle opener and we felt that it would not be appropriate to order this item as the target population includes people under 18 years old.

 

Erectile Dysfunction - Evaluation of the new Phone Consultation Service

The Hull and East Riding Erectile Dysfunction service piloted for a 6 month period (March – October 2010) the use of telephone follow-up appointments rather than clinic based follow-up appointments.  During this time, service users were asked to complete an evaluation form in order to ascertain patient satisfaction rates with the telephone service.

18 service users completed and returned the evaluation forms.

78% told us that the phone service was more convenient because there was no need to find a parking space and there was no need to travel.

What we did with your feedback

The ED service has continued to offer telephone follow-up appointments.

 

Erectile Dysfunction Self Referral Form

The Erectile Dysfunction service developed a self-referral form in order to provide easier access to their service. 

During the development of the self referral form, 19 service users (45 – 74 years) were asked to use the form, then tell us whether the instructions were clear and how easy or difficult it was to complete the form. 

Everyone we asked told us the form was easy to complete and the instructions were easy to follow. 

What we did with your feedback

As a result of these findings, the self referral forms were produced and are currently being used. 

If you would like to download this form, click here to be taken to the Erectile Dysfunction page

 

 

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