Our staff receive many compliments every day and over a three-month period this adds up to over 30,000 letters, cards, gifts and donations.
You said, we did
Patient feedback shapes our future
At University Hospitals Sussex, we are committed to learning from feedback to make improvements to the experience of our patients.
The table below shows examples of changes that have been, as a result of patient/carer feedback, to make changes, resulting in a more positive patient experience.
Please do help us to improve our services by providing your feedback to our teams.
Your comments count
We review all feedback we receive, good and bad. We develop action plans to identify areas that need support and help with making change.
Below are some examples of action we took in 2024 to improve patient experience:
| Hospital Service | You said | We did |
|---|---|---|
| Dementia care | My wife’s dementia needs were not met and staff did not understand how to treat her cries for help. | CAIT training (communication and interaction training) has been put in place and provided to staff to provide consistent care for people living with dementia. |
| Emergency dept | My father’s broken leg was not treated quickly enough after his fall in hospital. | The timeliness of medical reviews following falls has been audited and the protocol for staff to follow has been reinforced. |
| Medical wards | My dad was admitted to an escalation ward in hospital that was closed to visitors due to infection. Over a 20-hour period I was unable to get through to anyone for information or updates. | The escalation ward does not have a ward clerk but the staffing in this area has been reviewed to ensure that communication with patients’ families is prioritised. |
Here are some examples of action we took in November 2023:
| Hospital Service | You said | We did |
|---|---|---|
| Rheumatology | “It is impossible to have any contact with the rheumatology service despite my condition not being under control and I am in pain. My GP referred me to your department but I cannot get hold of the nurses and my messages are ignored.” | The Rheumatology Advice Line for patients will be open for four sessions a week instead of one with a triage system to help patients to get through more quickly and efficiently. |
| Emergency departments | “The A&E staff & service up to discharge was excellent but the discharge information was totally inaccurate and has led to a great deal of frustration. After a lot of phoning around I have now spoken to a health professional from St. Richards Urology Dept.” | A standard work pack has been launched for staff to improve the ward process around discharge. The Discharge Co-ordinators team has been restructured to ensure ward level support for staff, patients and their relatives. A system wide patient information database is also being developed to help ensure timely and safe discharge linking hospital and community services. |
| Cancer Care | “I was asked to attend an appointment with the doctor and a MacMillan nurse was present. I was then admitted but was only told about the procedure due to be done, not about the diagnosis. I wasn’t told I had cancer till the following day whilst on a ward alone with absolutely no support.” | We have met and talked to patients in the design and planning of a new specialist Cancer Centre for the region. This will focus on the priorities and needs of patients with cancer, ensuring that inclusion, environment, and pathways are patient centred. Training has taken place with ward staff around communication. |