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 an 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 2017 TAS carried out a survey to measure the satisfaction of service users. This was the fifth survey of this type following the baseline survey which was carried out in September 2012 and subsequent surveys completed in January of 2014, 2015, and 2016.

Responses were received from 37% (87) of the clinicians who referred to TAS during the period January 2016 - December 2016.

A top box score (percentage of 9 and 10 out of 10 scores) for overall satisfaction was reported as 70% (62% in 2016, 68% in 2015, 56% in 2014, 58% in 2012). Areas demonstrating greatest satisfaction were the quality of service delivery, likelihood to refer our service to a colleague, the speed of treatment, 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. The report is available here.

If you have questions regarding the patient experience survey or the user satisfaction survey, please contact the TAS Administration Team on 0117 921 7430 or at therapeuticapheresisservices@nhsbt.nhs.uk

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