Feedback is part of the conversation

I am hospice chaplain at Strathcarron, and I support patients, families and staff members too. I’ve been here for five years, and no two days are the same.

We are always a conversation partner with people who are on a journey. We’re never just starting a conversation about someone’s experience of care, we’re on that journey with them. There is always a natural time – when someone is appreciating their care, or is being challenged by something not done – when the question of giving feedback comes up.

And then the question is, have you heard of Care Opinion? I have some Care Opinion postcards with me to share, and there are posters round the hospice. If someone isn’t happy, I’ll say “here’s Care Opinion, it’s an opportunity to express your feelings further. It’s not a complaint. There’s an opportunity for a response. We want to hear about ways in which we can improve.”

People are generally glad to share their experiences. Mostly they have been positive experiences, but I don’t shy away from areas where people are unhappy. Sharing all this is a natural part of the deep, emotional conversations we are all involved in. Some people do want their voice to be heard more widely, but others don’t want to complain. It’s a decision for them.

I would say to other teams, do it once, and build on that.

On a personal note, my wee boy ended up in hospital. He had a very positive experience in Forth Valley Royal. I knew they used Care Opinion, so I put my story up. I thought it was important to tell, and I got a response. For me, using Care Opinion was very positive.

I do hope this approach becomes more familiar, and more embedded in the care of the hospice. I think then it becomes a natural part of the conversations we are all having. So I would say to other teams, do it once, and build on that. Then it grows and becomes a familiar habit.

We’re often hesitant in asking for feedback. Care Opinion is a way that people can give feedback in their own time, in their own way, when they are ready.