This Month's Case Studies
St Mary's Sexual Assault Referral Centre: "If I speak... Will you listen?"
About the Organisation
St Mary's Sexual Assault Referral Centre provides a comprehensive service to women, men and children who have been raped or sexually assaulted, whether this has happened recently or in the past. Our service includes full forensic medical examinations, health screening, crisis support, counselling and support through court. We are open 24 hours a day, seven days a week. Our service covers Greater Manchester, Cheshire and parts of Derbyshire. We have a team of approximately 25 day staff and a further 30 members of staff who provide an on-call service. Last year we saw more than 1600 people and just under a third were children. We are jointly funded by the Police and NHS England.
Our patient experience film ‘If I speak…will you listen’ was produced for the St Mary’s Sexual Assault Referral Centre Conference 2015. Key objectives were:
- To provide a voice to victims of rape and sexual violence
- To allow victims to speak candidly and honestly about their experience of the services they accessed
- To influence practice among all professionals working in the field of rape and sexual assault
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The effects of patient compliments on hospital staff and the need for robust data collection
The purpose of this case study is in response to a consideration of the following:
“Collecting positive feedback can increase nurses’ confidence, show improvements in performance and provide a baseline for measuring patient satisfaction” (Nursing Times 2011)
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Currently the Patient Experience and Feedback Team, Torbay and South Devon Healthcare Foundation Trust, uses a database to log the variety of compliments. It is a simple process to capture the written compliments via; NHS Patient Choices, Real Time Patient Feedback, Friends and Family Test, National Survey and Social Media.
Staff often receive compliments from patients by written letter/card or verbally. They are often thanked for giving the treatment patients receive, care and support, or complimented on the environment, atmosphere or cleanliness of the wards/departments. However, these compliments are not easily accounted for and therefore do not provide a realistic reading of the overall positive feedback data received by the organisation. In order to resolve the absence of an effective data collection, a pilot was set up to record verbal and written compliments using a tick box weekly chart. The goal for this case study was to understand the volume and impact the compliments are having on the staff.