Focus on: Communication
Download (PDF 3.65 MB)Summary of report content
This is a report by Healthwatch Salford. The project brings together comments on the topic of communication.
Small working groups were established for each micro project to design question structures
and identify the data required. Volunteers played key roles in the delivery of these projects,
including acting as project coordinators for the Frontline Voices initiative, participating in the
Mystery Shop – Wayfinding exercise, and contributing to reader panels for the Mystery Shop –
Website Usability project.
Engagement activities were carried out over a three-month period, from November 2024 to
the end of January 2025. Data collection methods varied by project, with online surveys used
to gather insights for the Frontline Voices work.
There are recommendations in this report:
Training - Organisations should enhance staff training in areas such as mental health first aid, communication support, de-escalation techniques, and trauma-informed care to foster safer and more inclusive environments.
Positive Changes - When staff feedback leads to service improvements, these changes should be clearly communicated back to the workforce to build trust, boost morale, and reinforce a culture of transparency.
Staff Wellbeing - Organisations should prioritise staff wellbeing by creating more opportunities for open dialogue and implementing initiatives that support a psychologically safe and inclusive
workplace.
Raising Awareness Among Patients - Targeted communication campaigns should be launched to raise awareness of zero tolerance policies and guide patients on how to appropriately raise concerns, promoting respectful and constructive interactions
Signage - Salford Royal Care Organisation should review and enhance the clarity and consistency of its signage and site maps to help patients and visitors navigate the site with confidence.
Northern Care Alliance Website - The NCA website should improve the visibility and accessibility of its Complaints, Comments, and PALS sections to ensure patients and families can easily access support and provide feedback.
Gaddum Website -Gaddum should streamline its website navigation, making information about carers’ assessments and young carers more accessible, and clearly outlining which services are available in each geographical area.
There are follow up actions in this report, mainly to follow up the recommendations and share the work widely. The provider has responded.