Friends and Family Test – Community Nursing Teams – September 2016
The Trust’s target ‘Would recommend’ Friends and Family Test score is: 75%.
‘Would recommend’ percentage is calculated as follows:
Extremely likely + Likely X100 Extremely likely + Likely + Neither likely nor unlikely +Unlikely + Extremely unlikely + Don’t know
‘Would not recommend’ percentage is calculated as follows:
Extremely unlikely + unlikely X100 Extremely likely + Likely + Neither likely nor unlikely +Unlikely + Extremely unlikely + Don’t know
(The score has been calculated in accordance with the Department of Health Publication Guidance issued in October 2014)
Friends and Family Test – Community Nursing Teams – Sep-16 Page 1 of 9
Team Extremely Likely Neither Unlikely Extremely Don't Not Total Would Would not Neither likely nor likely likely nor unlikely know Answered recommend recommend unlikely to unlikely recommend / Don't know % % %
1 Axminster/Sidmouth 4 2 0 0 0 0 2 8 100.0 0.0 0.0
2 Barnstaple 1 0 0 0 0 0 0 1 100.0 0.0 0.0
3 Bideford 5 0 0 0 1 0 1 7 83.3 16.7 0.0
4 Crediton/Moretonhampstead/Cheriton Bishop 3 0 0 0 0 0 0 3 100.0 0.0 0.0
5 Culm Valley 1 1 0 0 0 0 0 2 100.0 0.0 0.0
6 Exeter 6 0 0 0 0 0 0 6 100.0 0.0 0.0
7 Exmouth/Budleigh Salterton/Woodbury 0 0 0 1 0 0 0 1 0.0 100.0 0.0
8 Holsworthy/Torrington 0 0 0 0 0 0 0 0
9 Honiton/Ottery St Mary 4 0 0 0 0 0 0 4 100.0 0.0 0.0
10 Ilfracombe 3 0 0 0 0 0 0 3 100.0 0.0 0.0
11 Lynton 0 0 0 0 0 0 0 0
12 Okehampton/Hatherleigh/North Tawton/Bow 6 1 0 0 0 0 0 7 100.0 0.0 0.0
13 Out of Hours Eastern/Urgent Care 2 0 0 0 0 0 0 2 100.0 0.0 0.0
14 Out of Hours Northern/Urgent Care 2 0 0 0 0 0 0 2 100.0 0.0 0.0
15 Seaton 0 0 0 0 0 0 0 0
16 South Molton/Chulmleigh 5 0 0 0 1 0 0 6 83.3 16.7 0.0
17 Tiverton 0 0 0 0 0 0 0 0
Total 42 4 0 1 2 0 3 52 93.9 6.1 0.0
Percentage 85.7 8.2 0.0 2.0 4.1 0.0 100.0
Friends and Family Test – Community Nursing Teams – Sep-16 Page 2 of 9
Friends and Family Test – Community Nursing Teams – Sep-16 – Qualitative Data
Team Name At what stage in Friends and Please can you tell us Have you any Gender Age Ethnicity Please tick your care are you Family Test why you gave that suggestions for ways this box if completing this response? we can improve the you DO NOT Patient service? wish your Experience anonymised Survey? comments to be made public. 1 Axminster/Sidmouth On admission to Extremely likely Very helpful & polite No. Female 56-65 White the community nurse. British nursing service 2 Axminster/Sidmouth As an on-going Extremely likely Best service. Already great service. Male over 65 White user of the British community nursing service 3 Axminster/Sidmouth As an on-going Extremely likely Very friendly and Male over 65 White user of the competent. British community nursing service 4 Axminster/Sidmouth As an on-going Extremely likely Service is very good. Very good as it is. Male over 65 White user of the British community nursing service 5 Axminster/Sidmouth As an on-going Likely Service is more than More communication Female over 65 White user of the adequate - I don't with my daughter J. British community always know when they who is my carer. She nursing service are coming. leaves notes to communicate but does not get a response. Requests for some first aid dressings have not been taken on board. 6 Axminster/Sidmouth On discharge Likely Female 36-45 White from the British community nursing service Friends and Family Test – Community Nursing Teams – Sep-16 Page 3 of 9 7 Axminster/Sidmouth Not entered Stop these surveys. Male over 65 White They justify an British additional layer or two of un-needed management and is a drain on NHS. 8 Axminster/Sidmouth Not entered A ‘clip on’ to the Female over 65 White device would have British been more secure. 9 Barnstaple On discharge Extremely likely Excellent care. Male over 65 White from the British community nursing service 10 Bideford On admission to Extremely likely Lovely, helpful nurse. Female over 65 White the community Experienced too. British nursing service 11 Bideford On admission to Extremely likely Early days but very Female over 65 White the community pleased with service British nursing service initially. 12 Bideford As an on-going Extremely likely Very kind and patient Female over 65 White user of the and knew her job. British community Explained what she was nursing service doing & why. 13 Bideford As an on-going Extremely likely From my experience so No. Male over 65 White user of the far. British community nursing service 14 Bideford As an on-going Extremely Found getting in touch Spend less time on Male over 65 White user of the unlikely almost impossible, forms more time on British community when seen service very nursing, do as regular nursing service good. part of call pulse, blood pressure, oxygen level etc. 15 Bideford As an on-going Not entered Service is offered not Arrange appointments Female over 65 White user of the requested by patient as rather than just call. British community far as I know. Even the housebound nursing service are out at times. 16 Bideford On discharge Extremely likely I have to say, all of the More nurses, as the Female 56-65 White from the community nursing nurses are so British
Friends and Family Test – Community Nursing Teams – Sep-16 Page 4 of 9 community team that looked after overstretched in their nursing service me after came home work and some don't from hospital, were all even take their well- so lovely, friendly and earned break so they efficient in their care for can see all patients. me. 17 Crediton/ On admission to Extremely likely No problems No. Very grateful. Female over 65 White Moretonhampstead/ the community experienced - easy. Nurse is always kind British Cheriton Bishop nursing service and considerate. 18 Crediton/ As an on-going Extremely likely It is invaluable to have Female 56-65 White Moretonhampstead/ user of the personalised care in British Cheriton Bishop community your own home from a nursing service medical professional that you can chat to about any worries you may have. 19 Crediton/ On discharge Extremely likely They were very friendly Male over 65 White Moretonhampstead/ from the and approachable, British Cheriton Bishop community nothing too much nursing service trouble. Professional with a human touch. 20 Culm Valley On admission to Extremely likely Male 56-65 White the community British nursing service 21 Culm Valley On discharge Likely Female over 65 White from the British community nursing service 22 Exeter On admission to Extremely likely Empathy. Female over 65 White the community British nursing service 23 Exeter As an on-going Extremely likely For your efficiency and Male over 65 White user of the dedication. British community nursing service 24 Exeter As an on-going Extremely likely Staff - polite, clear & No. I didn't see the Female over 65 White user of the professional. nurse wash their British community hands because they nursing service wore gloves.
Friends and Family Test – Community Nursing Teams – Sep-16 Page 5 of 9 25 Exeter On discharge Extremely likely The staff were No. Female over 65 White from the excellent. British community nursing service 26 Exeter On discharge Extremely likely I was very pleased with Female over 65 White from the the care. British community nursing service 27 Exeter On discharge Extremely likely Female over 65 White I DO NOT from the British wish my community anonymised nursing service comments to be made public 28 Exmouth/Budleigh As an on-going Unlikely Communication poor. Communicate with Female 56-65 White Salterton/Woodbury user of the Being let down patients if you can't British community repeatedly for give the service. Reply nursing service Pegfilgrastim injection to letters of complaint after my chemo - deliver the care, be including waiting 6 accountable! hours before giving up on nurse. Also second also and last no show, the others I had at hospital only 1 out of 6 delivered by B.S. nurses. 29 Honiton/Ottery St Mary On admission to Extremely likely The Nurse was always The service I received Male over 65 White the community here when I needed was very good. If the British nursing service them. I was very service is like that all pleased with them. the time it cannot be improved. 30 Honiton/Ottery St Mary As an on-going Extremely likely Because the nurses are Male 36-45 White user of the a great help and British community confidence boosting. I nursing service enjoyed them coming round. 31 Honiton/Ottery St Mary As an on-going Extremely likely The exceptional service The service given to Male over 65 White user of the given during treatment me was first class as British community for other medical issues. are all services for nursing service medical problems. Friends and Family Test – Community Nursing Teams – Sep-16 Page 6 of 9 Hard to beat. 32 Honiton/Ottery St Mary On discharge Extremely likely The whole time of Male 46-55 White from the visiting the nurses were British community very helpful and caring. nursing service 33 Ilfracombe On admission to Extremely likely Because the district Male over 65 White the community nurse dealing with my British nursing service father has been very helpful. 34 Ilfracombe As an on-going Extremely likely Very caring and Can't improve on Male over 65 White user of the understanding, patient excellence. British community and informative, nursing service helpful, gives me confidence. 35 Ilfracombe As an on-going Extremely likely Excellent service, Female 46-55 White user of the informative and British community respectful. nursing service 36 Okehampton/Hatherleigh As an on-going Extremely likely Brilliant service, helpful, Male over 65 /North Tawton/Bow user of the considerate & community understanding of my nursing service needs. 37 Okehampton/Hatherleigh As an on-going Extremely likely Because the treatment /North Tawton/Bow user of the we had in the past 2 community years has been nursing service excellent. 38 Okehampton/Hatherleigh As an on-going Extremely likely Because the service + No. Female over 65 White /North Tawton/Bow user of the care could not be British community better. nursing service 39 Okehampton/Hatherleigh As an on-going Extremely likely I have received nothing Perhaps more easily Female over 65 White /North Tawton/Bow user of the but kindness & constant client contact if & British community care & attention when necessary? nursing service whenever needed from the nursing team& have complete confidence in them all. 40 Okehampton/Hatherleigh As an on-going Likely No. Female over 65 White /North Tawton/Bow user of the British
Friends and Family Test – Community Nursing Teams – Sep-16 Page 7 of 9 community nursing service 41 Okehampton/Hatherleigh On discharge Extremely likely After my op. the nurse It would be a shame to Female over 65 White /North Tawton/Bow from the came to me and took lose this service. British community my blood and redressed nursing service my leg. 42 Okehampton/Hatherleigh On discharge Extremely likely Wonderful nurses so Managers treat them Male over 65 White /North Tawton/Bow from the helpful and kind. better please. British community nursing service 43 Out of Hours On discharge Extremely likely Nurses were excellent. No. Female over 65 White Eastern/Urgent Care from the British community nursing service 44 Out of Hours On discharge Extremely likely Excellent nursing care One regular nurse Female 46-55 White Eastern/Urgent Care from the for our husband / father spoke very loudly + British community throughout his late patronisingly to dad nursing service stage dementia and close to his face (how final week of life on are we (!) today etc.) driver. We felt so Given that we knew supported and were dad could still hear us offered such we found this very professional, vexing. She spoke to compassionate care. our dignified dad (80yrs old) like he was a child. She was also a bit too gung-ho when turning dad to do personal / skin care which made him wince. So we would say further training needed in speaking appropriately + quietly to palliative care patients, especially on driver! And also for turning (especially dementia) patients very gently. Friends and Family Test – Community Nursing Teams – Sep-16 Page 8 of 9 45 Out of Hours As an on-going Extremely likely Support when needed Better access to phone Female 46-55 White Northern/Urgent Care user of the with good advice and numbers so contact British community care. can be made with the nursing service right team & doctor. 46 Out of Hours On discharge Extremely likely Because I found the two It would be nice if Female over 65 White Northern/Urgent Care from the nurses very polite & more out of hour British community cared for my wife well. nurses were available nursing service S. & A. (5-star). in local areas - to save long trips from one call to another. 47 South Molton/Chulmleigh As an on-going Extremely likely Staff (especially R. & H.) Perfect as it is. Cannot Female over 65 White user of the have been caring, polite praise staff enough. British community & understanding. They have gone out of nursing service their way to help. 48 South Molton/Chulmleigh As an on-going Extremely likely Because they listen to I have not come across Female over 65 White user of the all our ailments and give anything for British community you advice where they improvement. I expect nursing service can. there is - for me they are very caring and efficient. 49 South Molton/Chulmleigh As an on-going Extremely likely Every visit for my Female over 65 White user of the mother has been made British community by a kind, unhurried nursing service nurse. 50 South Molton/Chulmleigh Extremely likely Female over 65 White British 51 South Molton/Chulmleigh Extremely likely Male over 65 White British 52 South Molton/Chulmleigh Extremely District nurses didn't Co-ordination Male over 65 White unlikely syringe my ears when between specialists & British requested by my carers. district nurses. We gave 14 days’ notice. Audiologist requested them to be syringed so appointment had to be cancelled.
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