Tees Community Services
What do you think about the treatment you receive from health care staff who visit you in your own home, in community venues or clinics?
To help us understand the first impressions you have of the care that you receive, our
organisation is undertaking the 15 Step Challenge.
The 15 Step Challenge has been designed to help us think more carefully about quality of care from a patient’s point of view.
We would like to talk to you by telephone or send you, your carer, or family member a questionnaire to complete via text or e mail or offer you a QR code to scan to explore the care you have had from our staff.
We are really keen to hear your thoughts as it is by listening to our patients and their families and carers that our staff can improve the services they deliver and the way they work.
Your views will be heard by people independent of your care team and will be confidential. Your care requirements will not be affected by participating.
As part of the 15 Step Challenge we want to hear what you think about the care you have received under the following categories
Well prepared
“Was the person you saw well prepared? What made you feel that?”
Safe & cared for
“Did the person you saw make you feel safe and cared for?”
Involving
“Did the person you saw make you feel involved with the care you received? What made you feel this?”
Communicating
“Did you feel the person you saw communicated with you in a way that you could understand? What made you feel this?”
Please ensure that the health professional visiting you has the following contact details:-
- Name
- Address
- Mobile telephone number
- Email address (if you have one – or a family or carers email address)
Patient experience
The Trust encourages patients to provide feedback on their experience of the service they have received, such as, compliments, concerns, complaints and ideas on how we can improve. The feedback gained from the patient experience surveys helps the staff providing the care to improve their services for patients.
What happens now?
You can provide your feedback by completing one of our patient experience surveys, this could be sent to you following one of your appointments, visits by text or email, scanning a QR code or by telephone contact.
The Patient Experience Team on 01642 835964, email: [email protected] can be contacted if you don’t receive a survey and would like to feedback on your recent appointment or visit.
If you wish to raise a concern about the clinical care and treatment you have received please contact the Patient Advice and Liaison Service (PALS) on 0800 0282451 or 01642 854807 or email: [email protected]
Quote from a mother which sparked the first 15 Step Challenge:-
“I can tell what kind of care my daughter is going to get within 15 steps of going onto a ward”
Staff and patients told us that the principle of first impressions applied equally to home care settings, so we have developed the 15 Steps Challenge for community services.
“We don’t know where our first impressions come from or precisely what they mean, so we don’t always appreciate their fragility”
Malcolm Gladwell – journalist and author
We have introduced the 15 Steps Challenge within South Tees NHS Foundation Trust to enable us to work together with patients and their families or carers to identify improvements that can be made to enhance the patient experience.
- We want to explore patients experience of NHS care in their own homes and in community settings.
- We want to provide a way of understanding the patient experience, first impressions and how this impacts their care episode.
- We want to be able to share good practice and deliver exceptional care to all patients in the community.
- We want to ensure that we deliver the best care possible in the safety of your own home and community settings.
Patient experience
South Tees Hospitals NHS Foundation Trust would like your feedback. If you wish to share your experience about your care and treatment or on behalf of a patient, please contact The Patient Experience Department who will advise you on how best to do this.
This service is based at The James Cook University Hospital but also covers the Friarage Hospital in Northallerton, our community hospitals and community health services.
To ensure we meet your communication needs please inform the Patient Experience Department of any special requirements, for example; braille or large print.
T: 01642 835964
E: [email protected]