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Experience is personal and how a patient, their family or carer feels about their experience of a service is vital. Improving patient experience is a key aim for the Trust.
By listening to your feedback we are able to replicate the services you like, help resolve issues you are having, and make improvements in the areas that patients say matter most.
Patient stories are an invaluable way of helping us to understand what really matters to you and ensuring that improvement of services is centred on the needs of the patient. It is also helpful to hear about what you think we are doing well so that we can share your positive experiences.
If you would like to share your story with us, email Anna Passmore.
The Friends and Family Test is a simple question that patients will be asked about the care and treatment they received in inpatient wards, minor injury unit departments and throughout our community services.
Put simply, we want to know if the standard of care you received was the same standard of care you would want your friends and family to receive if they needed to if they had the same or a different condition, even if they live in a different area. You will be invited to answer a very simple question, asking you if you’d recommend your care to your friends or family using a scale.
Would you like to be involved in any of the following:
There are lots of opportunities throughout the year to come and meet our staff, to find out what’s happening in the Trust.
The NHS Friends and Family Test was created to help service providers and commissioners understand whether their patients are happy with the service provided.
Have you received treatment at home or in a hospital? If so, we want to hear from you. Take the Friends and Family Test.
The survey can also be completed as a downloadable form. Complete and return to the address on the form.
Download the Friends and Family Test form (PDF, 616 KB)
The Friends and Family Test is a simple question that patients will be asked about the care and treatment they received in inpatient wards, minor injury unit departments and our community services.
Put simply, we want to know if the standard of care you received was the same standard of care you would want your friends and family to receive if they needed to if they had the same or a different condition, even if they live in a different area. You will be invited to answer a very simple question, asking you if you’d recommend your care to your friends or family using a scale.
You are able to complete the survey in a number of ways.
The test will be provided at our hospitals and by teams visiting you at home in a paper format. This can be returned by:
The test can also be completed online in the link at the top of this page. Or alternatively, look out in our hospitals for our new feedback points were you can complete the test electronically.
Your comments are used to make improvements to services. In fact, every one of our hospital will have a poster showing some of the comments made and what we’ve done to improve. This is why the friends and family test is so important. If you think there’s something we could do better to improve your care or the care of others you can tell us. It’s also completely anonymous.
The responses will be published without mentioning names so that patients can see how other services compare.
People have the right to accessible information and support with communication. Health and social care services must provide this support. This means these organisations must follow the Accessible Information Standard for the NHS.
The aim of the accessible information standard is to help people with a disability, an impairment, or a sensory loss. It supports patients, carers, and parents. The standard aims to ensure people’s communication needs are known and met.
The standard says that organisations that give NHS care or adult social care must do the following.
Services should ask people if they need help with communication. For example, people could say they need:
The Trust aims that people can:
Around 1 in 5 people in the UK has a disability. Making information accessible is not just good practice; it is the law. Trust services must be accessible to everyone who needs them. This should help to improve people’s health and wellbeing. It should also help to reduce health inequalities.
The Cornwall accessible communications group is a multi-agency group. The group was set up to improve all forms of communication.
The group will:
All partners of the Cornwall accessible communications group are committed to:
The Cornwall accessible communications group developed an accessible communications symbol. The symbol is a picture, which shows examples of formats available. This includes audio files, Braille, and foreign languages.
We hope more organisations will use the symbol. This will make it easy to recognise for anyone with a communication need.
The symbol is available in different picture formats. Email NHS Cornwall and Isles of Scilly Integrated Care Board's engagement team.
The accessibility requirements aim to make online public services accessible to everyone. The regulations aim to improve digital accessibility. We have worked to make our site as accessible as possible for all visitors.
Read more about our accessibility statement and accessibility options.
Care is planned with you, about you and for you.
Personalised care means people have choice and control over the way their care is planned and delivered. It is based on what matters to them and their individual strengths and needs.
We will work with you to make a care plan that is right for you.
We will talk with you about your health.
We will do our best to give you choices about your treatment and support.
Your family or friends can help to talk about your treatment and support if you say this is okay.
Family and friends can speak to us if they are worried about you.
We will not give out confidential information except if we know you or someone else may get hurt.
Together we will plan your care.
We will make a care plan which will include what:
If you say it is okay your care plan will be shared with other health professionals. This means everyone works together to give you the help you need.
If you have any questions about your care you can talk to someone from the health team, the team manager or the patient advice and liaison service (PALS).
Patient advice and liaison service, Cornwall Partnership NHS Foundation Trust, Room 11,Banham House, Bodmin Community Hospital, Bodmin PL31 2QT
Call 01208 834620 or email the PALS team.
Magic stands for making all good decisions in collaboration. The magic card is a simple tool to facilitate shared decision-making and support planning personalised care. It supports people who use our services to become activated co-leaders of their care.
People who use our services or clinicians can write information or further questions in the blank space.
Moving forward we aim to create a version that can be filled in on a smartphone or tablet and an audible version. An easy read version is in progress. We will share them here once created.
Download the magic card (PDF, 30KB)
Gathering information around personalisation and support plans
NHS Right Care long term condition scenarios