The Leeds Teaching Hospitals NHS Trust

You Said, We Did

Below are some examples of the changes we have made following your feedback. These have been displayed on posters in our wards and departments.

 

Poster for J27 showing what we did following feedback from patients Poster for L17D showing what we did following feedback from patients
L14D Antenatal Clinic

 

Chapel Allerton Hospital - C5

You Said We Did

March 2021

Too many delays and too much being passed from nurse to nurse ... adding extra delay and more cleaning for nurses involved. Why can one nurse not do questionnaire, cannula and drip? Everyone is lovely and really professional, just seems disorganised.

We have had lots of staff changes over the last year.  We use bank staff and nurses from other areas have helped out on C5.  This can mean changes to the usual routine on C5 and what patients expect.  We have discussed the comments as a team & will take the comments on board.

The bank nurse at the door asked why I was exempt from wearing a face mask, I was abused as a child & anything over my mouth causes me to have a serious panic attack & pass out, I was extremely upset by her prying questions, I think I answered out of shock & wished Id just left, I was left upset & anxious. I also didnt believe anybody had the right to ask for the exact reason anyone is exempt from wearing a face covering. Ive never been asked before for the exact reason Im not wearing one, normally I state Im exempt & thats good enough. 

Patients are informed prior to their visit about wearing a mask and we have to ask to inform staff/doctors and transport.

After discussing this feedback we have decided to make a note on the C5 diary to alert us to such issues.  This will be picked up in the morning during our staff huddle so staff are aware and will expect the patient.

 

 Children's Hospital - Children's Oncology & Haematology Day Unit

You Said We Did

May 2021

All went to plan nurses were good as always. Can lunches be healthier, no fruit, white bread, healthier options would be good

We have added some fruit to the packed lunches and we have a selection of sandwiches that comes on brown bread also.

 

Elland Road Vaccination Centre

You Said We Did

June 2021

Wait times too long - my vaccination was over an hour past my appointment time.

 

Security staff now request citizens to stay in cars until 5 minutes before appointment time. Stewards ask citizens to get record cards out and ready for when they go through to the pods. 

My appointment was at 13:30 however, I didn’t get my vaccination until 14:30. I had to queue for almost an hour. There were 2 queues - 1 for 1st vaccination and 1 for 2nd vaccination. This was not clear at all.

 

 

 

One queue lane now feeds 1 pod  therefore shortening the overall length of the queue.

We have introduced a member of staff at the entrance to triage, explaining which vaccine and answering questions ahead of pod.

Have set up an 'assessment booth' for anyone who requires additional support (needle phobic, further discussion with medic etc). Citizens escorted to the booth so time can be spent therefore maintaining the throughput in the pods.

Very well organised and helpful staff. Could put obvious clock in area when      waiting after jab as not everyone has a phone with them.

There are now clocks located in the recovery area of the centre and we have ordered more of these to place on walls so that they can be seen at a distance whilst sat waiting.

Only problem was hearing people, I am hearing impaired and lip read. Healthcare settings need to have some people with clear masks.

We have a supply of clear facemasks available so that citizens requiring lip reading can see through to enable this.


There are often Sign Language Interpreters on site however if these are not available we have Interpreter-On- Wheels that can also be used for this purpose.

Very well organised. If you could signpost toilets better at the start, that would have been appreciated.

Disabled access for toilets after the vaccination

We have made more toilet signs at the entrance of the centre and are now asking door staff to point out the toilets as citizens arrive.


If you require to use our toileting facilities after your vaccination please let a member of staff know who will happily show you where they are.


There is a disabled toilet for citizens, please ask a member of staff and they will be happy to show you where this is.

First rate service! Wonderful centre with caring helpful staff. Excellent CIC measures in place and very organised. Thank you and grateful for our wonderful NHS! One minor suggestion would be to make it clear on the appointment email/text that a pen is required. It would be preferable to have a clear system in place for disinfecting pens as this wasn’t clear at the consent station and might be a way of reducing exposure risk further.

Generally very good. Mild frustration at having to enter personal details on paper but it was no big deal. Staff, organisation was excellent.

 

We now are running a ‘paperless’ system with details being inputted directly online.
Therefore, also no pens required.

 

 

 

 

 LGI

Children's Emergency Department

 
You Said We Did

October 2021

The only recommendation would be to have different reception in A&E for kids and adults. We had to wait at reception queue for 25 minutes, only adults at the front of us and as soon as we entered the pediatric A&E the waiting room was empty. We could have been assessed by a nurse much earlier for a broken wrist. Apart from that, staff is excellent and very patient.

There was a long wait time last night - it was really busy and the department looked short staffed. Despite how busy it was the people that helped my son were fantastic. 

 
  • Children are now booked in separately when there are long queues.
  • Additional booking in desks have been set up which has reduced the waiting time for booking in.
  • We now have a GP in Children’s ED.

 

 

 

L14D

 
You Said We Did

March 2021

There is a serious problem with time it takes with medication on departure if I was given my list and was able to go to pharmacy I would be half hour but it takes 12 hours mental torture is that wait also I was given medication that Ive stopped 6 months ago

 

We are in the process of recruiting two  Advanced Care Practitioners who will be based on L14. These individuals will be able to focus on the  timely discharge of patients and will be able to complete patients’ EDANS thus significantly  reducing the time it takes to obtain  patients’ discharge medication.

 

 

L17D

 
You Said We Did

March 2021

Not adequately signposted for where I needed to be.

L17D have new official signs and direction signs have been placed around the hospital to assist people in finding the department

 

X37

 
You Said We Did

September 2021

My procedure had been cancelled due to an incorrect interpretation of covid status. The decision to cancel was not communicated to myself or the admitting ward (had I been called would have been able to explain covid status and procedure would probably gone ahead). 5 hours in hospital bed waiting for an operation that was never going to happen. Wasted resources. Absence from work. Further period of living with discomfort/pain. Once consultant was aware of mix up, did his best to try and arrange for the surgery to happen, but it was unfortunately too late in the day and a recovery bed couldnt be found.

Nurses are now completing an intentional rounding document at 10am, 2pm and every time they have a conversation with the patient. This is to act as a prompt for the teams to ensure patients are updated on the expected time to go to theatre, any issues with the lists and post-op beds and to ensure they are ok whilst waiting.

We have improved the booking template that all surgical departments have access to and this has already led to a reduction in waiting times.

July 2021

I arrived at 11:00am for my procedure and was greeted by a male healthcare assistant who told me to sit at my bed space,15 mins later another healthcare assistant came and did my observations I was left for a long time without knowing what was going on when I had come round from surgery I asked when I would be able to go home and I was told two and a half hours by the healthcare assistant

We will now endeavour to inform the patient what will happen from the moment they arrive i.e. when they can expect to be seen by a nurse / doctor. We will also inform the patient that they will have some waiting around to do.

 

St James's Hospital

Antenatal Clinic

 
You Said We Did

March 2021

Between consultant and midwife there was no communication, came in for an induction and the midwifes knew nothing about induction and were just going to break the waters. We were made to stand and wait for 25 minutes whilst they found out what was going on, then told my partner to leave when the consultant said he could stay on antenatal or delivery suite.

 

 

 

 

We do endeavour on the antenatal ward to make the experience for women as compassionate as possible in these difficult times. Unfortunately due to the estate it is not possible to have birth partners in constant attendance and this has been since April 2020.

Reasonable adjustments are made for women who have individual issues but it is difficult to establish if this was requested in this woman’s case as we do not have patient level details.

There are 2 methods of induction one where a pessary or rod is used to ripen the cervix and the other where it is possible to break the waters without the need for the pessary or mechanical dilator, it isn’t that the midwives do not know what is to be done for an induction but that they need to establish which method is more appropriate for the woman and this is determined following an examination as not everyone requires a pessary.  

 

David Beevers Day Unit

 
You Said We Did

September 2021

Was there for 6 hours waiting and was never asked if I was ok , staff seemed to vanish once everyone had been checked in, I was last on the list an the 1 member of staff had actually forgotten I was there

 

Nurses are now completing an intentional rounding document at 10am, 2pm and every time they have a conversation with the patient. This is to act as a prompt for the teams to ensure patients are updated on the expected time to go to theatre, any issues with the lists and post-op beds and to ensure they are ok whilst waiting.

We have improved the booking template that all surgical departments have access to and this has already led to a reduction in waiting times.

 

J07

 
You Said We Did

March 2021

I was put in a room on a ward while suffering in excruciating pain and simply ignored for hours on end. Pressing the nurse call button would result in a wait of nearly an hour before someone attended. This day in hospital has mentally scarred me and I am still - several days after leaving hospital, breaking down in tears with flashbacks from the stay.

The feedback has been shared with the team in relation to the impact of delay in response and communication to patients. We now have additional management support from a Ward Manager and a  Matron to ensure the constant monitoring of call bells and to prevent delays. We are also  delivering a nurse in charge programme which will also focus on professionalism - in relation to responding to communication and preventing delays.

Lack of care and at one point I had 5 used bottles and 2 used bedpans in my room

The Matron will undertake weekly assurance visits to ensure the improvement of the ward environment. This will be a joint visit with the domestic management team. 

Allocation of beds for known patients. standard of maintenance of bed spaces and basic equipment. keeping patients under control and spacing. information on leaving times 

Matron is leading on a project relating to the care provided to our mental health patients,  acknowledging an increase in demand for mental heath beds and the impact this has on these   patients but also the patients present on the ward. The Matron will now be attending for any patient with challenging behaviours with a focus on de-escalation. 

 

J11

 
You Said We Did

March 2021

Staff on wards are rubbish. Filthy ward conditions

You could invest in telephones and people to answer them. Totally impossible to get through to this ward. You have elderly people in hospital who might not have a portable phone. They aren't allowed visitors, flowers etc and can't even have a call from a relative. Not good enough. Also staff on this ward when you do get through are condescending. They don't seem to realize that the elderly are adults. Just because you are old, doesn't mean you have to be   treated like a child.

J11 is planned to be decorated which has already commenced.

J11 is currently under supportive measures from the corporate team with an action plan in place.

Current focus is on ensuring leadership and establishment of a ward team (including a ward clerk) with an emphasis on professionalism. 

 

J49

You Said We Did

August 2021

The ward kitchen had only one sandwich type which I didnt like so I ended up with 4 slices of toast I didnt have a menu for following day due to fasting again from mid-night luckily it was 1730 when I got told I was not having surgery so I had 1 ham sandwich and had to go to a shop for some

We are making other food options available for when the ward kitchen runs out.

 

 

J80

 
You Said We Did

October 2021

Staff was nice and polite but for me one thing was unacceptable: I was not informed what was sequentially given to me via drip, It was my first ever chemo cycle and I was not aware what i am  dealing with. I thought that 1st bottle was chemo, then 2nd sasche, but when nurse brought some ampoules and syringe I dared to ask what is it. Then another drip change and again. I Had to keep asking what they are but did not found out if i Had chemo already, turned out it was second From the last Pink coloured     liquid. I signed consent for Liposomal Doxorubicin and was told I will get one medicine (30mins) and antisi

Staff have been reminded in our huddles to ensure they are giving full explanations of every part of a patients treatment as they administer it.

 

I had a 3pm apt for a phesgo jab, i was treated at 5.50pm, whilst it was clear that the unit was very short staffed, the staff were under a great deal of pressure and were obviously stressed with the situation. There has to be a more efficient way of working.

Huge waiting times due to staff shortages. Very stressful when waiting for chemo and wondering whether there will be time to complete treatment that day. The staff were amazing once in treatment. BUT there were elderly and infirm left in the waiting room without the ability to get themselves drinks and many were hungry too. Catering is only available once sat in the ward and then because I was so late in it wasnt available at all. Im prepared for this now but maybe you should suggest bringing snacks/drinks in. There is juice/water on a table in the waiting room but some are in wheelchairs or use walking sticks.

 

 

 
  • We have applied for funding and await delivery of some pagers so that if the waiting time is long, patients can go off the unit and be paged when their treatment arrives, which should help  relieve the pressures of a full waiting area.
  • We have an information board in reception and endeavour to ensure it is accurate about current delays. I have reminded staff to ensure this is regularly updated.
  • Pre-assessment staff have been reminded that when they see new patients before they attend for treatment, that they explain there can   sometimes be delays, and because we are an out patient day unit, that if their appointment is over a meal time, they may be in the waiting room and would not be offered refreshments, so they may want to bring food and drink. They should also inform patients to please ask if they require refreshments when the nurse calls them through to the unit as we do stock a supply of  sandwiches.

Oncology Assessment Unit (JONA)

 
You Said We Did

September 2021

Treatment not on ward resulting in 1.5 hours delay in treatment.

Assessment for a frail person took over 1 hour to be seen after been called in an emergency at 8 o clock at night.

 

  • We have shared this feedback with the ward team and discussed the importance of good communication.
  • We have produced and displayed a poster in the Unit explaining the patient journey through the department and why there may be delays.
  • Because we are an assessment area, waiting times can be more unpredictable. There may also be delays depending on whether tests are needed and whether we need to order items from Pharmacy.

 

Radiotherapy

 
You Said We Did

September 2021

“I was .. told I would receive a letter with the rest of the times and dates. When I did not receive a letter I phoned and was told I would not       receive a letter and I would be given my letter on the first appointment.”

 

 

 

 

 

 

 

Usually patients only receive a letter on their first treatment. Staff will be reminded that no further letters are given. Reception staff will be asked to request more information when they get calls from patients.

The reason we do not routinely give out a full list of appointments is:

  • Because it reduces our flexibility to tweak them ensuring we are running efficiently (no 5 minute slots etc).
  • Due to the nature of the disease that we are treating things can change and the technique we use to treat that particular tumour may have to be modified.
  • This can sometimes result in patients moving from the machine they were originally booked onto to another machine, the new machines diary will inevitably be fully booked which necessitates us to move patients around sometimes to different times.

We will state that for a limited number of patients who the radiographers feel would benefit from a full list of appointments then they have the authority to do that. As long as they annotate correctly on the patients schedule.

June 2021

Would like to see picture posters around the hospital showing correct wearing of masks. Picture style showing √ right X wrong. No language barrier. Found this not happening in radiotherapy waiting area.

We now have picture posters showing exactly this.

 

Could you please supply one or two HIGHER chairs for people have a job getting up in the reception area.

We are currently pricing this up and will put a bid to Leeds Hospitals Charity in the hope of soon procuring several ‘higher’ chairs.

 

Telephone Clinics

Spinal Surgery Service

 
You Said We Did

March 2021

I couldnt answer when they called as I was on the phone to a client. They didnt try my mobile again and the number they rang from didnt accept outbound calls.

 

 

Staff in the Spinal Surgery Team have been helping out on wards and in ICU during the Covid pandemic. Some more resource has been directed to the team to help bridge the gap until their staff are released back to them. Further to this all patients are given their contact details so they can call and leave a message with the Spinal CNS Admin Team. This should hopefully allow patients to contact them as needed or if they miss their telephone appointment.