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Communication could be better

Posted By Mj09

"Communication could be better"

About: Countywide Community Care Service Delivery Unit / Wheelchair Service

(as the patient),

I went to an appointment for an update on my wheelchair. I found most of the staff to be pleasant but one staff member to be quite abrupt. I found that when I mentioned something about my wheelchair I felt they didn't listen fully. We did resolve this but I felt they could've listened a bit better to understand my situation more fully. I think communication could be better.

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Responses

Response from Liz Gilbert, Business and Administration Manager, Worcestershire Community Equipment Service and Worcestershire Wheelchair Service, Herefordshire and Worcestershire Health and Care Trust last month
We are preparing to make a change
Liz Gilbert
Business and Administration Manager, Worcestershire Community Equipment Service and Worcestershire Wheelchair Service,
Herefordshire and Worcestershire Health and Care Trust

Submitted on 09/03/2026 at 16:34
Published on Care Opinion at 16:42

Many thanks for your feedback about your experience of our service.

I'm very sorry to hear that one of the team didn't make you feel they were fully listening and understanding your situation. This falls below our expectations so I will ensure this is fed back to the team and we will work to establish what went wrong here and improve our communication in future.

Best wishes

Liz

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Liz Gilbert, Business and Administration Manager, Worcestershire Community Equipment Service and Worcestershire Wheelchair Service, Herefordshire and Worcestershire Health and Care Trust 5 days ago
We have made a change
Liz Gilbert
Business and Administration Manager, Worcestershire Community Equipment Service and Worcestershire Wheelchair Service,
Herefordshire and Worcestershire Health and Care Trust

Submitted on 07/04/2026 at 15:20
Published on Care Opinion at 15:25

Following the feedback you have given us we have just reviewed our approach to communicating with our patients and their families with the whole clinical team. We have focused on ensuring clinicians take the time to listen well, and are kind, clear, and factual in the information that they share. We have also developed some resources to share with patients where our service is unable to meet the needs identified at assessment.

Thank you for raising awareness of the issues and helping us improve outcomes for all our patients.

Best wishes,

Liz

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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