You Said, We Did – how we made services better in May and June

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 or helping a patient with a specific request – 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 May and June from across all of our services:

  • In May, families asked that they were reminded about appointments for community paediatric services in Bath and North East Somerset. So we introduced a text reminder for all appointments which has helped reduce the number of people who don’t attend
  • Parents told us they wanted to know what each clinician did in the team in Devon’s Learning Disability Service and what they could expect with each visit. So we developed two leaflets which clearly stated what nurses and clinical psychologists did to help support children.
  • In Essex, schools said they wanted school nursing information to be more accessible. So we created posters for all schools showing the times, dates and location of all drop-in sessions so that students can easily find the information they need to know when they can see a school nurse.
  • A patient said it would be good to have a variety of activities to complete within the falls therapy exercise groups in addition to the activities that they currently have (bean bags, cones used as obstacles) in Adult Community Services in North Kent. The team were successful in receiving funding from the Feel the Difference Fund to help them improve the service provided to patients – with more equipment made available such as a light weight ball, a balance disk and an exercise mat.
  • Oldfield School in Bath said they wanted a bespoke school nursing session for boys identified as having Autism Spectrum Disorder that would look at puberty, consent and hygiene. So our dedicated school nurse put together a suitable programme which ensures all pupils are able to access the information in a format that meets their needs.
  • In Surrey Heath a local care home asked for more information on the new International Dysphagia Diet Standardisation Initiative guidelines on behalf of one of their residents. So we sent the care home an information pack that included charts to describe how best to use modified foods and thickened liquids, some useful posters to display in the care home and details of the thickener representatives who they can contact to arrange training for staff.
  • Parents who attended a baby beginnings group run by the Essex Child and Family Wellbeing Service said they wanted to move onto a group that was not as boisterous as the group for two year olds but there was nothing at the time. We supported families to set up their own group which they now run on a weekly basis in a safe space with plenty of toys.

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