Patient experience

Listening to and learning

from you

We do everything we can to provide high quality care and treatment. Listening to and learning from feedback helps us do this. If you've used our services we'd like to know what you think. You can talk directly to the team who provided your care or use one of the ways below to give us your views.

It may be that a small detail made a big difference to you, a particular member of staff went the extra mile to help or perhaps you weren’t happy with an aspect of your care. Hearing your views helps us carry on doing things that work and changing things that don’t.

Care Opinion

Care Opinion is a website where you are invited to tell your story and make a difference. Everything you say is anonymous. The Care Opinion team let us know when they have received a story about our services so we can learn from it and respond.

NHS Choices

NHS Choices in the UK's biggest health website. You can use it to post feedback about services you have received from us.

Sussex Experience Survey

We regularly ask patients and carers whether they would recommend the service they receive to friends and family via our Sussex Experience Survey.

The survey is anonymous and provides immediate feedback about individual teams. We use the results to help us improve the service we provide to patients. Team leads and local managers are able to see the feedback about their teams at any time. We have 'You said we did' boards across our services to show what we are doing in response to what people tell us. The feedback is also reviewed by leadership teams in each area and used by the People Participation team to support participation activity across the Trust.

The survey is available in a number of formats and languages - please ask your service how they are offering the survey and if you would like to complete the survey online your service will be able to provide the four digit code you need.

Complete the survey anytime online

Smartphone app - download from Google App Store by searching Sussex partnership
Website: go to http://fft.sussexpartnership.nhs.uk/

If you are having trouble finding the four digit code or you need further information or assistance please contact participation@sussexpartnership.nhs.uk

The results of our survey can be found here: https://www.england.nhs.uk/ourwork/pe/fft/friends-and-family-test-data/

Our NHS patient survey

Every year NHS mental health services across the country are asked to send a questionnaire to a random sample of 850 people who have used services in the previous year. The survey results are collected and published by the Care Quality Commission, the independent regulator of health and social care.

NHS patient survey results (published on the Care Quality Commission's website)

Making a complaint

We don’t always get things right. Listening to what you tell us will help us continue working to improve the quality of our care and treatment. We have a formal complaints procedure for us to use if there is anything about your experience of our services which you are unhappy about.

Click here to find out about how to make a complaint.

Patient Advice and Liaison Service

Our Patient Advice and Liaison Service (PALS) is an information and advice service for patients, relatives and the public. We are here to support you in whatever way we can to ensure your experience at Sussex Partnership is a positive one.

People Participation

Our Participation team work to champion the voice of people with lived experience to help shape the design, development, delivery and evaluation of our services. This includes acting on national priorities such as the development of peer support and integration of the recovery approach as well as creating opportunities for collaboration between staff, service users and their friends, family and carers to address challenges and generate solutions to any issues.

There are a range of ways to get involved:

Working together groups - open forums where people with experience of using our services meet to share views and generate ideas to resolve issues and seek collaborative opportunities with staff to create service improvements.
Expert by Experience Programme - regular workshops for people to gain skills to get involved in a range of participation activities. The day long workshop covers recruitment, getting involved in meetings and quality visits to services. Participants are invited to join a database through which opportunities are listed.

Click here to read our new Participation newsletter.

Click here to view our flyer for the first quarter of 2018.

Click here to find out more about our Expert by Experience Advanced 3 day workshop.

For more information please contact participation@sussexpartnership.nhs.uk