Patient and User Feedback

 

Sheffield2

Therapeutic Apheresis Services (TAS) strives to improve patient care and service provision to NHS Trusts. In order to achieve this, service user and patient experience surveys are conducted on a bi-annual basis and the results are analysed to inform operational and strategic planning.

Compliments and Complaints

We value feedback from our patients, donors and service users. If you would like to provide us with your feedback please download our compliments and complaints policy

Patient Experience

Results from the surveys conducted to date have been extremely positive with top box scores (scores of 9 or 10 out of 10) of between 95% and 100%. The qualitative data is also accompanied by numerous favourable comments, such as:

"Always very polite, kind and caring over the past several years"

"Made to feel very welcome with all the staff lovely cup of coffee or tea no worries at all"

"Yes as always I came with my children today and they were very welcome"

User Satisfaction

In January 2015 TAS carried out a survey to measure the satisfaction of service users. This was the third survey of this type following the baseline survey which was carried out in September 2012 and subsequent survey completed in January 2014.

Responses were received from 32% (81) of the clinicians who referred to TAS during the period January 2014 - December 2014.

A top box score (percentage of 9 and 10 out of 10 scores) for overall satisfaction was reported as 68% (56% in 2014, 58% in 2012). Areas demonstrating greatest satisfaction were the service delivery from the nursing team, the quality of the clinical advice, professionalism of staff and the quality and range of our services.

It is essential for TAS that we listen to our users; therefore a report has been produced which includes a list of recommendations which aim to improve user experience and satisfaction.

A summary report is available here. If you would like a copy of the full report or a copy of the 2012 report please contact TAS using the contact information below.

If you have questions regarding the patient experience survey or the user satisfaction survey please contact the TAS Administration Team on 0117 9217430 or at therapeuticapheresisservices@nhsbt.nhs.uk

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