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Matrons develop patient and relative 'listening clinics'

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Two leading nurses at Southampton General Hospital are giving patients and relatives the chance to talk about their experiences in innovative ‘listening clinics’.

The initiative is the was developed by matrons Jill Young and Katie Ord and provides an open forum for people to talk about the positive and negative aspects of care on the hospital’s older persons’ wards.

Their clinics, which take place once a month, are drop-in sessions and begin in the afternoons to fit in with visiting hours.

One of the two matrons visits the wards to introduce themselves to patients and their families and inform them of the clinic, while the other waits for those who stop by.

“We were keen to instil a sense of confidence in the care we provide and felt that, by giving people a chance to talk to us in person, they would be able to relate more closely to the staff around them,” Katie said.

“The clinics give us a chance to engage with people face to face, find out what we’re doing well or not so well and sometimes nip any potential problems in the bud.”

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Readers' comments (1)

  • I think this is a fantastic idea as patients rarely have a 'voice' as such unless something goes wrong and they make a complaint.

    Hopefully, this will also allow patients who are interested enough, to say when things have gone well as well which will help to shape services in the future.

    I also believe strongly that the NHS needs to re-invest in 'customer service' training and skills as it is so important to what we do and makes patients feel welcomed and valued.

    I'm going to look at doing something similar in my Trust now as part of my dissertation!

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