On the tenth day of Christmas

My choice for Day 10 isn't a story at all - it's a response.

This patient knows their feedback matters

"Thank you for leaving this feedback and I am sorry for any confusion caused when you were given the direction card to ward 25 and indeed for any poor service that you received from our reception staff.

In terms of actions we have already changed the cards so these are more accurate and I have personally spoken to the reception team about their conduct.

I will request the more comfortable mattresses are brought back out into the Apnoea clinic as a matter of urgency and that ventilation is re-visited. I also think you have raised a very important point concerning how you were briefed about what was going to happen and will speak with the management of this service to ensure the issues you have highlighted are addressed."

You can read this response on Patient Opinion

What this response means to me

To me, this is what you hope for when you give feedback. Someone listens, understands, and acts where they can to make things better for the next patient. It's not complicated.

It's common to be told "your feedback matters to us". The patient who received this response doesn't need to be told that - they can see, in the practical actions of the receiver, that the feedback not only mattered, it made a difference. Lovely!

Ross

If you tweet this, please use hashtag #poChristmas. Thank you!