Patient Forum meeting minutes 2 nd October 2012 Southampton NHS Treatment Centre In attendance: Care UK Paula Friend Katie Harrison Heather Blackwell Patient Representatives Ted Hewett Iris Hewett Cynthia Saint Prof. Peter Russell Terry Hamer Robbie Marnoch Jeannette Ryder Annetta Wiseman Jean Pearce Eddie Raymond Margaret Raymond Apologies: Hilary Shepherd Vincent Garratt Pauline Coupland Agenda Items 1. Update from last Meeting and review of actions Patient Satisfaction Devices The feedback from the last patient forum has been passed on to the Care UK head office. There is currently work going on which will be changing the first 3 questions. The font size on the devices may also be changed. Signage After the feedback from the last forum, the new signage has now been ordered and is scheduled to be put up around the centre in due course. The next scheduled patient forum will include a revisit of the journeys Patient Representatives to review the actions resulting from the feedback.
2. Food Tasting As a result of patient satisfaction scores dipping for food results, the decision was made to seek feedback from the patient forum members. The forum members were served a daily selection of food which would be served to patients. The selection of food included: Feedback Tomato soup (Starter) Shepherd s pie (Main) Breaded chicken (Main) Mashed potatoes (Main) Salmon carbonara (Main) Cauliflower cheese (Main) Mixed vegetables (Broccoli, carrots) Apple crumble (Dessert) Custard (Dessert) Margaret - All very nice food, although the shepherd s pie was slightly runny - 9/10 Ted - Didn t like the main meal, the shepherd s pie was runny and there was no taste in the meat. The mashed potato was reasonable. The sauce with the chicken was strange and didn t go with it. The dessert was good, however, it didn t look appealing - 5/10 Iris - Carbonara sauce could ve been creamer with more taste - 3/10. The chicken was good - 7/10. Cauliflower cheese could have been improved with more cheese - 3/10. The apple crumble was nice. Cynthia - The cauliflower cheese has a large slice of onion in it which was a bit offputting. The sauce could have had a bit more flavour if it were to be improved - 7/10. The apple crumble wasn t very good, the crumble part tasted floury and the custard was very watery - 2/10 Heather - The shepherd s pie was very sloppy and tasteless - 6/10. The chicken was very good but wasn t as hot as it could have been - 7/10. The vegetables were good - 8/10. The cauliflower cheese was very tasteless - 3/10. Katie The mashed potato was creamy and very tasty. The chicken was very nice as well as the vegetables. The sauce that went with the chicken could have been a bit thicker with a bit more flavour. Overall, very good. Peter - Soup 6/10. Shepherd s pie - 4/10. Mashed potato seemed artificial. The cauliflower cheese was scored 5/10. The broccoli was not good; it should have been cooked differently 2/10. Apple crumble - 6/10. Page 2 of 5
Terry - The soup was tasty; however, it could have been thicker. The carbonara was very nice, as were the chicken and potatoes. The broccoli could have been warmer. The carrots tasted nice. The pudding was nice but could have been nicer. Jeannette - Everything was hot which helped with the quality of taste. The chicken was lovely, the tomato sauce with it was very nice. The creamed potatoes were perfect. The vegetables were a beautiful colour and the broccoli was great. The cauliflower cheese was nice, both aspects of the dish were good. The crumble was delicious, however, the custard could have been thicker. Overall 9/10. Robbie - Couldn t fault any of it. Very happy with the wholesome food - 10/10. Annetta - The chicken was very good. The shepherd s pie was very runny 6/10. Cauliflower cheese - 7/10. Apple crumble was just to liking and tasted nice with the custard 7/10. Jean - Carbonara did not have a lot of flavour; the broccoli was not very good as well as being cold. The carrots were nice. Eddie - Chicken was very good 9/10. Shepherd s pie could have been thicker and have a bit more meat in it. The crumble was nice but could have had more topping 8/10 Paula - Liked the shepherd s pie but it could have been a bit meatier. The cauliflower cheese was nice. The vegetables and chicken were good. The fruit in the crumble was lovely. Comments from the group - It seems temperature of the food when it is being transported round to patients is a concern which needs to be looked at. Overall, the majority of the group thought the presentation of the food was good. This feedback has been passed on to the Catering Manager for consideration and feedback to the Forum. 3. Marketing update new branding Forum members were asked to look at several items of marketing material that would be handed to both patients and GP s. The first was a GP pack which would be given to GP s which would show them the services the treatment centre has to offer. The second item was a small booklet introducing the treatment centre aimed at people who had never been/heard to the centre. The final item was a patient information guide which would be sent to the patient before the first appointment. On the front of all three pieces of literature, there is an image of people in different colours. Some members of the forum said that some of the people are smaller than others which are displayed as a perspective, however, it could be perceived as a child. This could be confusing for some people as the treatment centre does not treat anyone under the age of 18. All 3 pieces of literature are clear and concise. Forum members thought they were informative and uncluttered. It gives the impression that the centre is competent. All Page 3 of 5
the forum members have said it is a nice touch that Paula Friend is at the beginning of the Patient Information guide. Jeannette has said she liked the fact that the first word of the guide is Welcome. Cynthia has said that she thinks the GP pack is nice and to the point. Jean has commented that the pack is a nice go to guide. Ted mentioned that the front of the booklets should have an image that signifies a hospital or healthcare as he feels the current image does not. Eddie has said that he thinks the guides say Come in, get well the images communicate care. Ted has said he thinks the phone number on the back should be bolder. 4. AOB Medical records move The treatment Centre Medical Records Store is being extended, so the service has temporarily relocated to 3 rooms across the Centre whilst the work takes place. It was suggested and agreed that this would be an interesting area for forum members to visit once completed. Endoscopy Update Due to the recent problems with the old endoscopy washers, they are being replaced. Installation is currently taking place on Level 3 adjacent to the Theatre Sterile Supplies Unit. Once the new washers have been tested and are reliable the old washers on Level D will be removed. Chris Waller is now leading the Orthopaedic team and has employed a new orthopaedic Consultant Surgeon called Andrew Flood. Andrew will be starting mid November and treats major joints, knees and specialises in hips. Next meeting TBC for mid-late January 2013 Page 4 of 5
Actions Agenda Item Action Responsible Person Date Due Marketing Update Food Tasting Next Meeting Communicate forum feedback to Group Marketing Communicate forum feedback to catering department Date to next meeting to be confirmed to forum members Katie Harrison 01/11/2012 Heather Blackwell 01/11/2012 Katie Harrison 01/11/2013 (Latest) Page 5 of 5