Get involved

On the ICU we receive feedback on our service in a number of ways:

  • Focus groups
  • Relatives’ satisfaction surveys
  • GP surveys
  • Thank you cards
  • Formal complaints
  • PALS reports

In receiving this feedback it is important to do three things:

  • share it
  • learn from it
  • compare and review it

In this way we can reinforce the things we do well while improving or changing the things we don’t do as well.

Focus groups

We facilitate 2 to 3 focus groups every year. These groups are for ex-patients or relatives who have been on the ICU. Members of the group are randomly selected and are asked about their interest and availability in attending. The purpose of the focus group is to elicit the experiences of the patient or carer while they were on the unit and since discharge. Any comments, thoughts or suggestions are fed back to staff via the quality group and an action plan is formulated which is sent to focus group members.

Relatives satisfaction surveys

Relatives satisfaction surveys enable us to receive feedback from relatives and friends. We are constantly trying to improve our services to help relatives through a difficult time and the reports which are generated by the survey provide an invaluable tool in identifying areas that can be improved.

The survey is now in its seventh year. Over the years there has been a corresponding increase in awareness of the importance of encouraging relatives and friends to complete the surveys. In 2002 we had 23 responses and this has increased to 54 in 2006.

The survey is divided into different sections—communications, care and facilities. The surveys are included in admissions packs for patients and a supply is also kept in our overnight rooms and waiting room area. The results are collated every six months and discussed at the quality group meeting. Any actions are sent to all the relatives and friends who took part in the survey.

GP surveys

Since 2004 we have sent out a yearly GP survey. The purpose of the survey is to check that our GPs are satisfied with the service we give them and give them an opportunity to make any comments or suggestions.

Thank you cards

On the intensive care unit we collect and collate thank you cards and letters from visitors and patients. Thank cards can give a valuable insight into the care that is being delivered and can be used to demonstrate what gives relatives and friends comfort when their loved one is critically ill. They can make staff feel appreciated and be used to support them when difficult decisions are made.

PALS reports

We receive a report from the patient advice and liaison service (PALS) on any requests, comments or suggestions that any person may have asked about the intensive care unit.

Visiting times

10am–10pm
Max 2 visitors at one time 

Contact information

Intensive care unit (ICU)
5th Floor, Lift Bank B

Chelsea and Westminster Hospital
369 Fulham Road
London
SW10 9NH

Jane-Marie Hamill
Clinical Nurse Lead

T: 020 3315 8516
E: jane-marie.hamil@chelwest.nhs.uk

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