April’s top You Said, We Did

Each month Virgin Care makes one change in every single service it runs as a direct result of feedback from the people who use the services. From little changes like moving chairs around to big ones – such as offering additional appointments – it’s part of how Virgin Care makes sure that everyone feels the difference.

The scheme means that each year, more than 1,000 changes get made directly because someone who used one of our services asked us to.

We’ve picked some of our favourite changes over the last month (April) from across all of our services:

  • At HMP Norwich, where we run the health services, patients told us they often had to request repeat prescriptions several times – unsure if their first request had got through – so we reviewed the system and made it simpler for patients to use, reducing waits and duplication of requests by 30%.
  • In our Lincolnshire Sexual Health services, you told us you wanted more appointments to talk about contraceptive implants so we introduced them – and they’re available to book online now at The Sexual Health Hub.
  • At our walk-in health centres in Birmingham, patients told us they wanted us to offer additional appointments over Easter because surgeries would be closed for 4.5 days. We added extra clinical staff to our rota over the weekend to help see more people, and reduce waiting times.
  • In our Luton MSK service patients asked us to investigate offering a wider range of hospitals for more complex treatments so we worked with our Commissioners to ensure referrals could be made to more hospitals.
  • In Devon, parents told us they were finding accessing British Sign Language training hard to access. Our nurse worked with the family to find and book BSL training days, arranging respite care for their child so they were able to attend.
  • In East Staffordshire, a patient who needed to remain in hospital so they could receive a certain type of medication asked us to find a way for him to go home. We worked with his GP to ensure the rapid response team we run could manage his medication in the community.
  • In Reading, patients told us they wanted more information about support services locally so we introduced Wellbeing Wednesdays with partners manning stands and displays in the surgery and speaking with patients about the issues that matter to them.
  • In Wiltshire, families asked us to reduce the number of separate visits to them by different professionals so we arranged to co-ordinate visits between different professions.

If you have a suggestion for changing one of our services, let us know by emailing customerservices@virgincare.co.uk.

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