How slough organisations learn from feedback and complaint report, Slough

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Summary of report content

Special Launch Event with guest speaker, Alvin Kinch Healthwatch England 5 key organisations in Slough on a Panel to be addressed directly by service users their carers and families: Berkshire Healthcare Foundation Trust, Frimley NHS Foundation Trust, Slough Borough Council, Slough Children’s Services Trust and Slough Clinical Commissioning Group. Issues raised: • Booking of qualified interpreters for users of British Sign Language • Concerns raised through a GP practice • Issues around homeless people’s access to services and gathering their feedback • Accessible way for Deaf British Sign Language users to use video to give their feedback including complaints • No follow up from departments when complaints have been made. What’s in place: • Healthwatch Slough visual factsheets for support at appointments • Hospital complaints through PALS • My Rights to Healthcare card for Homeless People • Advocacy in Slough supporting people with disabilities • Slough Children’s Trust advocacy service for young people • Frimley Health Trust patient forum • Deaf Positives Action works across the borough • Healthwatch Slough will follow up in 6 months

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General details

Report title 
How slough organisations learn from feedback and complaint report, Slough
Local Healthwatch 
Healthwatch Slough
Date of publication 
Tuesday, 4 April, 2017
Date evidence capture began 
Saturday, 4 March, 2017
Date evidence capture finished 
Saturday, 4 March, 2017
Type of report 
Report
Key themes 
Communication between staff and patients
Complaints procedure
Engagement
Interpreters
Support
Healthwatch reference number 
Rep-6454

Methodology and approach

Was the work undertaken at the request of another organisation? 
Not known
What type of organisation requested the work 
N/A
Primary research method used 
Engagement event
How was the information collected? 
Engagement Event
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Primary care services 
GP practice

Details about conditions and diseases

Types of long term conditions 
Deafness or severe hearing impairment
Learning disability

Details of people who shared their views

Sexual orientation 
Not known
Other population characteristics 
Homeless people
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
No
Types of health and care professionals engaged 
N/A
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Negative

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
Not known

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
 
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
 
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.