Colorectal Nurse Specialist patient feedback
As part of the Birmingham Bowel Clinic’s commitment to high quality patient care, we offer our patients access to a dedicated Colorectal Nurse Specialist, Mandy Smart who is on hand to assist patients during their inpatient stay at BMI The Priory Hospital (she is also present during some outpatient consultations with Mr Simon Radley and Mr Tariq Ismail at The Priory, therefore offering patients further support if required).
As the Birmingham Bowel Clinic strive to excel in providing patients with outstanding patient care, we take time to monitor and review this extra service offered to patients (especially cancer patients and those who have had a Stoma fitted), and asked our patients to complete a questionnaire to evaluate the service that they have received, to enable us to improve the service offered to our patients.
The results of the patient survey are published below:
100 % of patients felt that they were offered enough support from the Colorectal Nurse Specialist during their inpatient stay.
"Exceptional". A.M.T. Patient September 2014
"Support was outstanding. Thank You". SB. Patient June 2014.
"Would recommend her". LR. Patient April 2014
"I was given very clear information". SW. Patient February 2014
"Mandy is great, came to see me regularly on the ward and gave me loads of advice and info on recovery". MM- Patient- January 2014
"At all times Mandy has been superb with her care and helping in whatever has been requested." Patient A.O. January 2014
"At all times Mandy has been superb with her care and helping us in whatever way has been required". AO- patient January 2014.
"All of my questions were answered clearly and made me feel comfortable to ask anything". Mr M- patient September 2013.
"Mandy offered full support to me on my arrival and throughout my stay in hospital". DB- Patient January 2013.
"Very good initially, in fact excellent, but not as good during the end of my stay, due to her being on annual leave I believe". DM- patient November 2012
“Yes, the support and care was always there, thus allowing me to build my confidence before having to deal with the Stoma/ changing myself”. LD- patient February 2012.
“Reassuring, excellent communicator and facilitator of treatment”. ND- patient January 2011.
All patients surveyed “strongly agreed” that they were treated with respect, consideration and dignity.
All patients felt that they were given enough verbal and written information about their Stoma.
"Undoubtedley". A.M.T. Patient September 2014
"very detailed and helpful information delivered in a reassuring and friendly manner". JK- Patient December 2013.
"From my first meeting with Mandy she was extremely informative both verbally and by supplying written material along with colostomy bags to practice with, and had a huge bearing on my decision to go along with the surgery". DB- Patient January 2013
“Yes, I was sent a selection of useful information in the post”. NL- inpatient during 2 separate weeks in June 2011 and July 2011.
“Information books and personal contact were made before, during and after the operation”. NK, patient November 2010
100% of patients agreed they were given details on how to contact Mandy Smart- Colorectal Nurse Specialist once they were discharged from hospital (regardless of whether they actually needed to make further contact once returning home).
All patients surveyed felt that Mandy Smart was always easily contactable.
“I was given Mandy’s hospital bleep number, mobile number and email address!” NL- inpatient during 2 separate weeks in June 2011 and July 2011.
All patients surveyed felt happy that they were discharged from hospital with sufficient supplies until their Stoma equipment was delivered- ensuring a smooth transition from hospital to home.
Each patient surveyed felt that they were offered ongoing support following their discharge from hospital.
All patients, where it was applicable, felt that Mandy kept the appropriate level of contact with them during their chemotherapy treatment.
How do you feel the service could be improved?
"Can perfection be exceeded? "A.M.T. Patient September 2014
"With great difficulty!" AM. Patient June 2014
"Some warning in advance on how bad recovery might be" SB. Patient June 2014
"Engage more staff like Mandy". AC- Patient January 2014
"The support I was given was excellent. No improvement necessary". JK. Patient December 2013
"To be seen by the Stoma Nurse prior to operation. DT- patient October 2013.
"From my personal experience I don't feel there could be any improvement on the existing service". DB- Patient January 2013
“I don’t, I was more than happy with my care I received both in and out of hospital.” LD patient February 2012.
“I was happy with the overall nursing care”. JJ- patient February 2011.
“Nothing springs to mind”. AJK- patient May 2011.
"Excellent service". Anonymous- patient July 2014.
Overall, how would you rate your experience of care given by the Colorectal Nurse Specialist (Mandy Smart?):
"Excellent". SB. Patient October 2014.
"Way beyond excellent". A.M.T. Patient September 2014
"Excellent". SB Patient June 2014
"Excellent- did not expect such attentive, supportive and caring help." AM, Patient June 2014
"She has been brilliant. AC- patient January 2014.
"Brilliant, Mandy is very approachable and made me feel very reassured if I needed any advice". MM, Patient January 2014
"First Class". JK- Patient December 2013.
"Brilliant- could not have asked for anybody or anything better- truly first class". DS- Patient October 2013.
"Helpful, kind, considerate- but above all treatment by a complete professional. I have received treatment which went way beyond which I expected". RT- patient October 2013.
"Ten out of Ten". Mr M- patient September 2013.
“Excellent (does she ever rest? Always available!)” NF. Patient January 2011.
“Excellent”. BS- patient in May 2011“
Very good nursing care”. JJ- patient in February 2011.
“Care and attention could not have been better”. TS- patient December 2011.
“I found the information clearly given, in easy stages to digest and willingly repeated when necessary- most patient”. CM- patient December 2011.
“Ten out of Ten. Mandy is very caring and looked after my needs excellently.” GG- patient February 2012.
“Mandy is clearly dedicated to her role and genuinely cares about her patients’ wellbeing.” NL- inpatient during 2 separate weeks in June 2011 and July 2011.
“One hundred percent- brilliant- I cannot say any more than that”. NK-patient in November 2010.
Colorectal Nurse feedback from general patient surveys
At the Birmingham Bowel Clinic we believe that our current patients and anyone looking to seek treatment with us should be kept as fully informed and up-to date as possible with all aspects of our service.
In the Patient Satisfaction Survery Questionnaire, there are specific questions to patients who have undergone treatment at the Birmingham Bowel Clinic about how the Birmingham Bowel Clinic's Colorectal Nurse Specialist has been involved on their patient journey.
A summary of patient comments are listed below, with all patients being asked the following:
"Colorectal Nurse Support: "Were you pleased with the support and service that you received throughout your treatment from Mandy Smart, Colorectal Nurse Specialist? Were you given information on how to contact Mandy Smart, Colorectal Nurse Specialist, following your discharge from hospital?"
88% of patients responded Yes they were pleased with Mandy's service.
For 12% of patients this question was not applicable, as the treatment they underwent at the Birmingham Bowel Clinic did not them require them to have the additional support of a colorectal nurse specialist.
88% were given relevant contact information.
12% answered not applicable.
"fast, efficient and personal- nothing was too much trouble". A.S- patient. Admission date 20/01/14.
"Mandy Smart proved to be very understanding." anonymous patient. Admission date 03/01/2014.
"very helpful and appreciated support" D.S- Patient. Admission date 13/01/14.
"n/a- I don't remember meeting this person- sorry!" anonymous patient. Admission date 03/01/2014.
"Brilliant- always there at the end of the phone and always helpful". Patient D.N- Admission date 20/01/14.
100% of patients responded Yes they were pleased with Mandy's service .
"Mandy was an integral part of my experience. She is extremely helpful and informative and a pleasure to be around". Patient R.T. Admission date 24/2/14.
75% were given relevant contact information.
25% answered not applicable.
"Was given hospital and ward phone numbers but didn't know it was Mandy herself I should talk to. Could do a more thorough introduction pre-op or at departure". Patient C.B. Admission date 10/2/14.
"Mandy's willingness to make herself available to both my family and I at all times is staggeringly impressive!" Patient R.T. Admission date 24/2/14.
100% of patients responded Yes they were happy with all aspects of Mandy's Colorectal Nurse Specialist service
"Friendly and efficient". Patient A.P.
"All expectations met",. Patient G.T. Admission date 17th March 2014.
"Were you given information on how to contact Mandy Smart, Colorectal Nurse Specialist, following your discharge from hospital?"
All (100%) of patients who completed their questionnaires stated that Mandy gave them all of her contact details should they be needed when leaving hospital.
"Contact details/ numbers provided. All queries answered/ dealt with." Patient G.T. Admission date 17th March 2014.
80% of patients were pleased with the support and service that they received throughout their treatment from the Colorectal Nurse Specialist and felt that they were given all relevant contact details so they could make contact following their discharge from hospital.
20% of patients stated that support and service from the Colorectal Nurse Specialist was no applicable to them during their treatment at the Birmingham Bowel Clinic.
"During my initial Consultation Mandy was friendly and reassuring". Patient H.R. Admission date 7.4.14.
All patients who underwent treatment in May 2014 who completed the satisfaction survey stated that they were pleased with the support they received from the dedicated Colorectal Nurse Specialist throughout their treatment and that they were given information on how to contact her following their discharge from hospital.
"Thank you Mandy for your support and for the information you gave me". Patient E.S. Admission date 12th May 2014.
"Mandy is incredibly diligent, genuine and enormously capable- she is a credit to the Priory." Patient R.T. Admission date 12th May 2014.
"I contacted Mandy a number of occasions following treatment and was entirely satisfied with her advice and care. Patient R.T. Admission date 12th May 2014.
"Mandy was very kind and put me at ease as I was very embarrassed!!!". Anonymous patient. Admission date 12th May 2014.
"Mandy was excellent in every aspect." Patient M.C. Admission date 19th May 2014.
All patients who underwent treatment in June 2014 stated that they were pleased with the support they were given by Mandy Smart, Colorectal Nurse Specialist.
"Mandy was great with all information and support". Patient S.M. Admission date 16th June 2014.
"Always kind, supportive and caring". Patient C.M. Admission date 30th June 2014
"It was good to see her after the procedure at the Priory". Anonymous Patient. Admission June 2014.
83% of patients stated that they were given all of the relevant contact details for use following their discharge from hospital.
17% of patients stated that they were not given the required post-discharge contact details.
"In great detail". Anonymous Patient. Admission date 2nd June 2014.
Percutaneous Tibial Nerve Stimulation service nurse feedback
The Birmingham Bowel Clinic launched a new service for the non-surgical treatment of faeceal incontinence in May 2012. Percutaneous Tibial Nerve Stimulation (PTNS) is a weekly treatment programme, delivered over a series of twelve weeks by the Birmingham Bowel Clinic's dedicated Colorectal Nurse Specialist, Mandy Smart.
A sample group of patients who have recently completed their twelve week treatment programme completed a patient satisfaction survey on how they rated their experience of undergoing their treatment, and the results are presented below:
100% of patients felt they were offered enough support from the Colorectal Nurse Specialist during the course of their treatment.
Comments: “Mandy was always pleasant, easy to talk to and informative about the treatment.”
100% of patients strongly agreed that they were treated with respect, consideration and dignity during their treatment programme.
All patients felt that they were given enough verbal and written information regarding their treatment programme, in particular through the Colorectal Nurse Specialist.
100% of patients were given details on how to contact Mandy Smart, Colorectal Nurse Specialist if required throughout the course of their treatment.
All of Mandy Smart’s patients found her to be easily contactable if required.
All patients felt that they were put at ease throughout each of their 30 minute treatment sessions.
When patients were asked how they felt the service could be improved, the following responses were given:
“It was perfect”
“Mandy was very good”
"I was happy to receive treatment"
When patients were asked to rate their overall experience of care given by the Colorectal Nurse Specialist, some of the following answers were given:
“Excellent- thanks for all of the kindness and thoughtfulness shown to me throughout the course of my treatment”
80% of patients who underwent their course of treatment were pleased with their results.