You said, we did

We are aware from the results of surveys that there are improvements to be made to some of our services, especially around the way that we communicate and explain treatments and medication to patients.

We listen to what patients tell us and make changes to services as a result of these comments.

For example, you said/wanted:

Difficult to find the new Oswestry health centre

  • We have improved the local road signage to make it clearer

Updates for outpatient clinics running late

  • We have put whiteboards in place in the waiting areas and plan to install television screens to keep everyone informed

More access to out of hours services

  • We continue to discuss the issue with commissioners, who contract the services we provide


Patient feedback is not just about completing surveys but is also gathered via our complaints and PALS service. Complaints are managed, depending on their complexity so as to get back to the complainant within a set response time. The aim is to manage all complaints at a local level through discussion with the complainant to ensure that they are satisfied with the way their complaint has been handled.

Of course, we receive many compliments as well which is vital for staff as they are reassured that their patients are happy with the service they receive. Whenever a card or letter giving positive feedback is received, it is shared with staff in the relevant service.

We have also received feedback from patients through focus groups and planning groups held for particular purposes - for example, on our plans for future quality work, and on the Trust's website.