Marie Curie patient and family feedback report paves way for service improvement

In the week that saw the All Ireland Institute of Hospice and Palliative Care launch “Palliative Care Week”, leading Northern Ireland provider Marie Curie has released details of its patient and family feedback project that was launched in July 2014.

• 97% of respondents believe they were treated with dignity and respect by Marie Curie staff
• State-of-the-art technology used to help capture real time patient feedback

The findings indicate high levels of satisfaction in terms of the overall Marie Curie Hospice service and in relation to how the charity’s staff interact and treat patients and their families.

Key highlights include:

• 97% of respondents highlighting a clear sense of staff treating them, and their loved ones, with dignity and respect.  Viewing them as a person and not just a patient number
• While 95% of those that provided feedback indicated that they would recommend the Marie Curie service to friends and family that were experiencing a terminal illness journey

Working in partnership with ICT specialist, Optimum Health Technology, Marie Curie volunteers capture feedback by using IPads that have been installed with the data capture programme, Meridian.

The real time programme allows feedback to be gathered quickly, and for an accurate and timely measurement of the data to be provided. Marie Curie then uses the information to identify ways in which to improve Hospice services.

Commenting on the project findings Heather Weir, Divisional General Manager, Marie Curie said:
“The project findings are fantastic and highlights the value of engaging early and often with people who use our services thereby ensuring we tailor our care to meet their needs. Results are shared with our teams on a weekly basis; this has improved morale with staff feeling valued for the high quality care they deliver in what are sometimes distressing situations.

“While the current findings are positive, this is just the beginning.  Marie Curie is passionate about being a person centred organisation, and as such we will continue to engage with our audiences and to ask for their input and ways in which we can improve the way we deliver services.”

Since being launched in July 2014, the feedback project has received input from 62 patients and families and has already been extended to include those receiving complementary therapies at the Belfast Hospice.

As a charity Marie Curie provides free end of life care to people in their place of choice. Last year the charity cared for more than 35,000 terminally ill patients through the Marie Curie Nursing Service in the community and in its nine hospices. The charity also designs and advises on end of life services to ensure that the best possible care and patient choice is at the heart of commissioning end of life care across the UK. 

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