We promote a culture of reporting and learning when there are concerns or problems.
Our website has a ‘Tell us about your experience’ page and posters with QR codes and freepost feedback cards are available within each service location.
All staff are expected to wear name badges when undertaking face-to-face consultations and to introduce themselves to the patient/relative/carer and explain the service. We have redirection posters within services so that patients can find the support they need from other support services and we seek accessible ways to communicate where necessary to ensure that people are actively involved in their decision making. This could be through the use of interpreting services, text messaging, easy read information, translated information packs, hearing loops or through our outreach services.
We actively work with ABC’s social prescribing services, Health & Wellbeing Coaches, Care Coordinators and community groups to provide patients with further information about community and advocacy services and how to access them.
Some of the services we provide focus on a family approach particularly within the Refugee and Asylum Seeker Service and the vaccination service for children.
We assess our clinical spaces for the provision of private spaces that promote dignity and undertake regular site audits to ensure compliance with this requirement and the awareness of our Chaperone Policy. We also ensure that patients consent for the sharing of their confidential information within the clinical systems and staff are trained in information governance and confidentiality.
We are reactive to individual needs and we look for the wider context and work with other providers. The Clinical Service Handbook also provides our staff with the information they need to refer patients to appropriate pathways of care when they are experiencing pain or emotional distress.
We encourage a culture of openness and our Freedom to Speak Up Initiative is promoted on our website and supported by four Freedom to Speak Up Champions, who all play a positive role in raising awareness of how to speak up and help to empower staff.
We also have a team of Inclusion Champions who are passionate about promoting a diverse and tolerant work environment. Our aim is to enhance our inclusive workplace culture by raising awareness about different lived experiences and our impact on one another.