What we're hearing about Epsom Hospital
Download (PDF 324.92 KB)Summary of report content
This is a report by Healthwatch Surrey. Healthwatch representatives visited Epsom Hospital to speak to visitors and patients about their experiences.
During the visit to Epsom Hospital people mentioned they were happy with the care provided and were reluctant to say when things went wrong as they had a positive experience overall and people appreciated how hard the staff were working. People were not aware of the opportunities to provide both positive and constructive feedback which could provide information to improve and develop services, as well as improve staff morale and an opportunity to share when things are going well.
Healthwatch Surrey heard that despite not being well informed about how, people were prepared to give feedback. People also said that they felt it was beneficial giving feedback.
There were also some suggestions as to how experience of care could also be improved such as communication about clinic waiting times and signposting to clinics.
A total of 21 people were spoken to on the day.
There are recommendations in this report.
The people we spoke to at Epsom Hospital and in the community did not know about the opportunities available to give feedback. Overall, people are not aware of the opportunities to provide both positive and negative feedback which could provide information to improve and develop services as well as improve staff morale and an opportunity to share when things are going well.
We recommend that Epsom and St Helier University NHS Hospital Trustreview how they communicate with patients, their families, and carers about the available means to provide feedback and complaints. We suggest that the importance of feedback is highlighted to encourage more people to share their view, whether positive or negative, and people are provided with clearer information about the range of opportunities to provide feedback including PALS, the Friends and Family Test and independent options such as Healthwatch Surrey.
We recommend that signposting to clinics and information for people attending outpatient clinics are reviewed.
There are not follow up actions in this report.