Celebrating excellent local care this holiday season
Talking to people about their health and care experiences is at the heart of Healthwatch Suffolk's work. They use your stories to put a human face to the issues people encounter while trying to access NHS and adult social care support.
Here are just some of the things people told Healthwatch Suffolk went well in their care.
Staff were kind and committed
In the last year, 81% of comments mentioning health or social care staff were positive, including more than four in five comments about the attitude of staff. People often praise staff for their kindness, professionalism and commitment in the face of challenging service pressures.
“The staff have been wonderful. I’ve had to have three eye injections and each time they are so supportive and kind, the staff really are excellent.”
People were looked after when they needed it most
At key moments of vulnerability, services and staff have offered compassionate and reassuring care to people.
“Perfect triage and assessment, despite me being unable to talk and being a complex patient with multiple illnesses – being bought into majors on blues and twos. Was listened to. People took time to understand what was happening. Plans put in place for assessment unit to carry out. Pain management put in place. Perfect.”
Access was a problem for many, but not for all
Access to services has become more challenging for many people in communities, but not for everyone. Some people told us they could always access the care they needed and recognised the challenges services were facing.
“It’s always been a good surgery and I’m happy with the process in place to get appointments as I’ve not had any issues. I do like to try and see the same GP if at all possible but if it’s not I’m happy to see someone else. Staff have always treated me more than kindly over the years and I can’t suggest anything that needs to change.”
People valued the information and advice they got from professionals
Many people commented generally about receiving good information and advice from local professionals and services.
“I’ve had amazing support and think we’re really lucky. There are no really long waits and I’ve always been seen within the week, depending on the issue. Medication is always available and the dispensary staff are wonderful, they liaise with other staff at the surgery and provide good advice.”
It’s common to wait for care – but some felt services had been responsive and quick with referrals
Some people received swift responses from services and were positive about the treatment they received.
“Swift reactions and processing of scan results through to urgent surgery to address a cyst. Every single person I came across was helpful, empathetic, and knowledgeable. My appointments were faster than the letters arriving. It was a truly lovely experience.”
People valued digital contact with services
Whilst some may feel excluded by digital service offers, it is clear many people have valued using them for their ease of use, quick responses and flexibility.
“eConsult is fine to use and is straightforward as you get a response the same day. I’ve not needed any face to face meetings lately as issues have all been well addressed with phone appointments. The doctor has been fabulous, really cares and has an amazing manner.”