How are we doing?
Feedback from Patients, Families and Carers
The feedback we receive from people who use our services, and their carers, family and friends is really important to us. We use your feedback to learn about what we are doing well and what we can do to improve.
You can tell us about your experiences in a number of ways:
Talk to us - PALS & Complaints
Talk to a member of staff involved in your care. An important part of their job is to listen to what you have to say and to try to respond to any concerns you may have.
Contact our Patient Advice and Liaison Service (PALS). They can help resolve concerns or problems before they become serious. They can also pass on complaints, compliments and suggestions.
Patient advice and liaison service page
If you are unhappy about the care you, or someone you know has receive, you can make a formal complaint.
Tell us what you think about our services
At Oxleas, we are committed to delivering services that are safe, effective, caring, responsive and well-led. Listening to the experiences of people who use our services, and those who support them, is essential in helping us understand what we are doing well and where we need to improve.
About our Patient Experience Survey and Carers, Family & Friends Survey
Our Patient Experience Survey and Carers, Family & Friends Survey have been co-produced with service users, carers, families and staff. This ensures the questions reflect what matters most to people and focuses on key aspects of care such as communication, involvement in decisions, kindness and care, and overall experience of our services.
The surveys also include the Friends and Family Test, which asks about your overall experience of the service provided. This helps us understand whether people feel the care and support we provide is of a high standard and meets their needs.
How your feedback is used
Your feedback plays an important role in helping us improve the quality of our services. We review survey responses regularly through our Patient Experience meetings and governance processes, and Oxleas Teams use the findings to identify areas of good practice as well as opportunities for learning and development. Insights from survey feedback inform service development, staff training and quality improvement across the Trust.
Making it easy to share your views
We want to make it as easy and accessible as possible for patients and their support networks to tell us about their experience. Surveys can be completed in a variety of different ways, including:
- SMS text message
- iPad / tablet
- QR code
- Paper copy
Offering different options helps ensure everyone has the opportunity to provide feedback in a way that works best for them. Both the Patient Experience Survey and Carers, Family & Friends Survey are also available in Easy-Read and Large Print format.
How can I complete a survey?
Your care team may offer you the opportunity to complete a survey during or following your contact with our services.
Please ask a member of your care team if you have not been offered the survey but would like to provide feedback.
Service Experience Evaluation (SEE)
We have volunteers who help us co-facilitate our interactive ‘SEE’ days by collecting qualitative feedback from staff, patients, their families and carers through informal discussions with volunteers about our services.
This feedback helps us to continually improve services and showcase areas in which services are doing well.
Where has SEE been?
Our pilot project in August 2019 was at Meadow View, our intermediate care unit at Queen Mary’s Hospital in Sidcup for patients who need rehabilitation before going home.
The project resumed in September 2021 at Greenwich Crisis House, which is run in partnership with Oxleas and is a respite service for people experiencing a mental health crisis.
You can find the reports and action plans below.
Meadow_View_SEE_Initiative.pdf [pdf] 2MB
Meadow_View_SEE_Action_plan.pdf [pdf] 425KB
Greenwich_Crisis_House_SEE_Initiative.pdf [pdf] 1MB
Greenwich_Crisis_House_SEE_Action_Plan.pdf [pdf] 159KB
We have been running SEE days in our Forensic wards since May 2024 and once the visits are completed we will publish our findings on this page.
Patient Experience Group Reports
Our reports contain feedback from patient experience surveys as well as complaints and compliments we have received. The information is reviewed at Trust Patient Experience Group (PEG) meetings and discussed at executive level meetings.
Our latest PEG report for the financial year 2023/2024:
Patient Experience Group Report - Financial Year 2023 2024.pdf
Our previous reports:
Patient Experience Group_Report January_and_February_2022.pdf
Patient Experience Group_Report 2021/2022_held_in_July_2022.pdf
You can request to see prior reports by emailing: oxl-tr.patientexperience@nhs.net.
