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We care about

Your Feedback

At Prospect Hospice, we pride ourselves on being specialists at providing personalised end of life care to local people and their families. As an organisation, we continue to develop and learn to ensure we deliver the type of care that our patients and their families need from us. One important way in which we can do this is through your feedback on the services you have received from us.

Your feedback is greatly valued by our motivated teams and helps us shape our future services so we can continue to provide our patients and their family with the best possible care. This feedback is also shared with our governing body the Care Quality Commission (CQC) and helps to share our grading from them

We welcome all comments, both praising our teams and describing areas we can learn from, and handle them efficiently and respectfully.

We will

  • Record and share you comments with the relevant teams
  • Use your compliments to thank and develop our teams
  • Use your complaints to make changes and improve our services
  • Use feedback on marketing material such as posters in the hospice, on social media and on this web page to encourage more feedback for us to learn from (these will be anonymised)

You can choose to leave your feedback in a way that suits you:

  • Online –
    Personal computer click here
    Mobile phone or tablet click here
  • Paper questionnaire (please ask your nurse for one of these or pick one up in the hospice reception)
  • Fixed iPad kiosk located in our reception
  • Portable iPad available in our inpatient unit reception and day therapy

The following are examples of comments we have received recently (use the arrows to scroll for more feedback)

What you said about us in February 2020

It is a excellent both people and location.

Feedback from a patient, about our therapy team

Good people skills and rapport with patient and wife. Very conscientious.

Feedback from a patient, about our clinical nurse specialist team

Excellent both volunteers and staff members.

Feedback from a patient, about our therapy team February 2020

We are very grateful for the time and resource allocated to us, thank you.

Feedback from a patient, about our clinical nurse specialist team

All staff we spoke to were helpful and kind. We can't thank our nurse enough.

Feedback from a patient, about our clinical nurse specialist team

Loving and caring towards mum at the end of her life.

Feedback from a patient, about our clinical nurse specialist team

Absolutely - couldn't have handled life without hospice care.

Feedback from a patient, about our clinical nurse specialist team

Fantastic care and help for mum.

Feedback from a patient, about our clinical nurse specialist team

Excellent service.

Feedback from a patient, about our therapy team

What you said about us in January 2020

So caring not only for the patient but family members too.

Feedback from a family member regarding our Prospect@Home service

Service is good and cannot think of anything to improve it.

Feedback from a patient about our complimentary team

It's very nice and comfy so many wonderful people are brilliant at there job and I don't think they understand on how much they make a difference and the therapy session are wonderful.

Feedback from a patient about our therapy team

The kindness of staff and volunteers has been amazing.

Feedback from a patient, about our therapy team

Never had to ask for anything, it was always anticipated.

Feedback from a patient about our complimentary team

Prospect is brilliant and I want to say a very big thank you it's nice to see how much good you do.

Feedback from a patient, about our therapy team

The room is relaxing and the music played is really soothing. Really nice to sit and relax for a while afterwards.

Feedback from a patient about our complimentary team

So relaxing to be pampered in this way.

Feedback from a patient about our complimentary team

A wonderful home service, the staff were compassionate, caring and also arrived with smiles on their faces and milk - bless them.

Feedback from a family member regarding our Prospect@Home service

I can only compliment the staff. They are welcoming. The staff here are a wonderful bunch.

Feedback from a patient about our complimentary team

Not really needed, as everything that has been done could not be more grateful. Very caring and always there when needed in a time when help is so important to myself and my wife, who is caring for me.

Feedback from a patient, about our therapy team

Two lovely carers came out on the night that we needed them, both very different but both very caring.

Feedback from a family member regarding our Prospect@Home service

Every member of the hospice no matter which department is very friendly and efficient.

Feedback from a patient, about our therapy team

I enjoy all the lovey staff I feel so lucky that I'm able to have all the lovey therapy sessions so relaxing and so amazed that the staff can feel the problems which I have with my illness.

Feedback from a patient about our complimentary team

Very polite and caring people at Prospect 5*****

Feedback from a patient about our complimentary team

It is always a pleasure to visit Karyn or Jo at the Prospect. ALL staff are most helpful.

Feedback from a patient, about our therapy team

The Team were always professional respecting the sensitive concerns.

Feedback from a patient, about our therapy team

Coming here has been the best thing for me in all aspects. I am dealing with everyday things better since coming here. Everyone is very friendly and helpful.

Feedback from a patient about our complimentary team

I now understand more about my illness and condition so have taken on the approach from such a busy working life to one day at a time which I would have struggled without the hospice team.

Feedback from a patient, about our therapy team

The team had compassion, sympathy and empathy towards mother-in-law at a difficult time.

Feedback from a patient, about our therapy team

Every member of the hospice no matter which department is very friendly and efficient.

Feedback from a patient, about our therapy team

Every thing we could possible want is here.

Feedback from a patient about our complimentary team

A nice happy place nothing is too much trouble to explain to you.

Feedback from a patient, about our therapy team

The hospice staff are always kind and caring.

Feedback from a patient, about our therapy team

After no sleep for 3 nights, they gave us confidence to leave mum in their care.

Feedback from a family member regarding our Prospect@Home service

What you said about us in December 2019

The service and care my husband received in his final days and hours were excellent and beyond what we expected. We couldn't have wished for more. Also the treatment and care received was outstanding.

Feedback from a family member regarding our Prospect@Home service

Wonderful, kind, generous and compassionate people.

Feedback from a family member regarding our Prospect@Home service

Lovely , caring people, understanding of your distress and your loved one’s discomfort, even when they cannot speak.

Feedback from a family member regarding our Prospect@Home service

Only a call away - always reliable and quick to respond as appropriate.

Feedback from a patient about our community nurse specialist team

I could not have managed without this service.

Feedback from a patient about our Prospect@home service

Gentle people, knowledgeable helped me feel cared for.

Feedback from a patient about our Prospect@home service

Most relaxing session, got a lot from it.

Feedback fro a patient about our complimentary service

Dignity & respect consistently shown, adding to trust and self confidence in communication between patient and nurse.

Feedback from a family member about our clinical nurse specialist team

What you said about us in November 2019

The nurses were compassionate and knowledgeable. They made sure my wife was looked after as well as she could be.

Feedback from a family member about our clinical nurse specialist team at Great Western Hospital

Care from the staff was outstanding, comfortable rooms, free parking for visitors, lovely building and grounds.

Feedback from November 2019

I have thoroughly enjoyed my treatment session and am feeling a lot better.

Feedback from a patient about our complimentary team

Without the help I received I would have struggled and been unable to cope. 

Feedback from a patient about our therapy team

Excellent. 

Feedback from a patient, about our clinical nurse specialist team

Very restful, there is quiet space if you need it, very comfortable and welcoming. 

Feedback from a patient, about our therapy team

What you said about us in October 2019

The staff and volunteers here are wonderful. They are a tremendous group. I mean, in all honesty I can't praise them enough.

Feedback from a patient, about our therapy team

Staff have been excellent. Always welcoming, my wife always enjoyed her visits. Very professional and compassionate.

Feedback from a family member, about our complimentary therapy service

They were excellent in every way possible., we could not have asked anything more. They did everything to a very high standard.

Feedback from a family member, October 2019

Really enjoyable environment.

Feedback from a patient, about our day hospice

100 out of 100.

Feedback from a patient, about our therapy team

Very pleased with the help from them. I can't thank them enough for her kindness.

Feedback from a patient, about our lymphoedema team

What you said about us in September 2019

Prospect nurse came soon after referral. She was very professional, open and friendly, put me at ease. 

Feedback from a family member, about our clinical nurse specialist team at Great Western Hospital

You took so much of the burden and worry away from us. 

Feedback from a carer, about our therapy team

I have met several therapists and they have all been so kind and helpful 

Feedback from a carer, about our therapy team

As a carer I have been able to look after my husband more easily. 

Feedback from a carer, about our therapy team

The hospice is very welcoming, the staff very kind and excellent service and care. 

Feedback from a patient, about our lymphoedema team

Lovely place to be when you're poorly and very low in life. 

Feedback from a patient, about our therapy team

What you said about us in August 2019

The care we received was amazing. Their understanding of the situation and ability to comfort me was superb. Can't say thank you enough. 

Feedback from a carer, about our clinical nurse specialist team at Great Western Hospital

They were excellent in every way possible we could not of asked for anything more.They did everything needed to a very high standard. 

Feedback from a patient, about our therapy team

It made the world of difference having transport arranged otherwise attendance at the Hospice would have been difficult to say the least! Many Thanks to the volunteer drivers. 

Feedback from a patient, about our therapy team

Today I needed extra complementary therapy and it really helped. Always go the extra mile for patients. 

Feedback from a patient, about our therapy team

Friendly people and really focused on making patients' lives as positive as possible in the circumstances. 

Feedback from a patient, about our therapy team

Everyone so friendly and caring. Always someone to speak to if worried or in pain. 

Feedback from a patient, about our therapy team

What you said about us in July 2019

Nothing was too much trouble- always kept informed and updated and spoke to dad too- and not just us! Very helpful- positive and comforting- Thanks 

Feedback from a carer, about our clinical nurse specialist team at Great Western Hospital

Our needs and the wishes of dad were always dealt with and listened to. 

Feedback from a patient, about our clinical nurse specialist team at Great Western Hospital

Excellent 10/10- professional, polite, friendly, compassionate, supportive. 

Feedback from a carer, about our clinical nurse specialist team at Great Western Hospital

Cannot fault the team- at what is a traumatic time for families- these ladies truly are angels. 

Feedback from a carer, about our clinical nurse specialist team at Great Western Hospital

It's a first class service that really helps with your day to day needs. 

Feedback from a patient at home, about our therapy team

Very friendly and approachable- nothing too much trouble. 

Feedback from a patient, about our hospice

What you said about us in June 2019

It's a credit to the Prospect Hospice that everyone from Community to Hospital (GWH) to medical and nursing staff, assistants and volunteers have made our experience at the Hospice "simply the best". We had ever imagined that so many people could be so kind it doesn't feel like a place for the dying, but somewhere you can relax, be comfortable and at peace. Thank you all so very very much 

Feedback from a patient, about our clinical nurse specialist at Great Western Hospital

Calm manner about them - made to feel we were individual. 

Feedback from a patient, about our clinical nurse specialist team

I used this service and cannot say strongly enough how appreciative I was that the staff made sure I spoke with someone who could give me the assistance I needed. 

Feedback from a carer, about our clinical nurse specialist team

This Hospice does really help to aid in ones recovery and gets one out of to meet fellow human beings instead of sitting alone at home 

Feedback from a patient, about our therapy team

Every bit of the service has been excellent, couldn't wish for better. 

Feedback from a patient, about our therapy team

Everything regarding my care and any concerns I have had have been fully addressed.the complete package is beyond reproach and I can think of nothing that I could improve on. 

Feedback from a patient, June 2019

What you said about us in May 2019

Because I was visited at my home by a Prospect Nurse who gave me so much good advice and guidance and boosted my confidence explaining in great detail the services Prospect provides. 

Feedback from a patient, about our clinical nurse specialist team

Very attentive, calm and excellent care. The lymphoedema massage really helped. 

Feedback from a patient, about our lymphoedema team

The support provided by the occupational therapist was vey good and very useful. 

Feedback from a patient, about our clinical nurse specialist team

My nurse listened very attentively to all my worries and concerns and gave me some really useful advice. 

Feedback from a patient, at home about our clinical nurse specialist team

Everything has been very good. Congratulations to the prospect staff and volunteers. 

Feedback from a patient, about our therapy team

Everything has been very good. Congratulations to the prospect staff and volunteers. 

Feedback from a patient, about our therapy team

The nurse specialist that saw me was a wonderful human being who covered all aspects of my condition in a hugely professional manner. 

Feedback from a patient, at home about our clinical nurse specialist team

What you said about us in April 2019

We have been treated with such care and compassion, thank you. 

Feedback from a carer, about our Open Programme.

I use two services prospect at home and have respite care in wrought on. Both are amazing. 

Feedback from a patient, about our in patient unit

My experience has been good and it brings relief to know I can talk to someone who will be sympathetic and understanding. 

Feedback from a family member, about our clinical nurse specialist team

The food for patients and in the heart cafe is absolutely first class 

Feedback from a patient, about our in patient unit

Lovely staff made me feel at ease. 

Feedback from a patient, about our lymphoedema team

Honest, caring, reliable, informative and supportive. All so important and valuable in your times of need 

Feedback from a patient, about our therapy team

Paper questionnaire

Please ask a member of staff for a copy

Ipad kiosks

Located in our Heart of the Hospice cafe

ipads

Please ask at our in patient unit reception or day therapy for an ipad

Related documents:

Complaints Policy

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