We recently completed a survey to find out about our patients’ experience of the Care Co-ordination service. 83 out of the 200 surveys we sent were completed.
The overall response was really positive and all areas scored an average of 4 out of a possible 5 in terms of your satisfaction with the service we provide. Respondents also told us that they were very likely to recommend this service to a friend or family member.
We took note of the things that people weren’t happy with. Some of the areas identified were being unsure of what the service could provide, calls not being frequent enough and not knowing that you could ring the centre between wellness calls if you felt you needed to talk to someone.
As a result of this we are making some changes to the structure of our wellness calls to ensure patients are clear on the help we provide and we are ringing with a frequency appropriate to each person’s needs. The nurses also reassure patients that they are free to ring the TCC in between wellness calls if required.
There were some things which patients particularly value in the service. They told us:
‘I am really grateful for all the help and support the nurse gives me and my mum. I couldn't have got through some weeks without her support.’
‘The care co-ordination team have been most helpful in all aspects, especially regarding hospital appointments and patient transport. Well done.’
‘When I came out of hospital I just couldn't cope at all, then the nurse rang me for a chat from the centre. She organised so many things to make life easier for me and less stressful, but also having her number to ring if I needed help was a blessing. My health problems are long term but the service was the main thing that helped my recovery and still does.’
We appreciate feedback at any time, positive or negative. If you would like to complete our survey or want to tell us about your experience of the TCC you can do so on our feedback page.