The Listening Booth allows us to speak to the public, patients and carers outside of health locations; approaching people when they are feeling relaxed and have the time to talk about their experiences of healthcare.
The idea is to focus on how people feel and their attitudes and opinions. The booth is designed to complement the data already available through patient surveys and other large scale feedback mechanisms.
We collect both positive and negative feedback from patients. The Listening Booth asks people 3 simple questions:
- Have you had a recent experience of the NHS or social care? Tell us about it…
- What stood out as really positive?
- What could have been done differently?
The Listening Booth also forms an integral part of specific consultations and engagement programmes. By accessing a wide range of locations with the listening booth, representatives of seldom heard groups are able to participate in these consultations and engagements.
- during 2014, it was used heavily for our Urgent Care Consultation;
- during 2014-15, it was used to inform our engagement on the Planned Care strand of the Better Together programme; and
- even more recently, it was used heavily for our engagement on our Community Services Model
The feedback received has been broken down into themes and trends, with feedback also provided to providers of services. This information has been used to influence changes in the way we commission services, and also to influence improvements in the quality of care being provided, where patients have highlighted issues.