Patient and Family Feedback
How do we know what our patients think?
Auditory implant users are often asked what they think of our service. We listen to all feedback and are always making changes in order to improve. We would love to receive more comments about our service. Therefore, if you have an idea of how we could improve please get in touch.
Patients attending the Auditory Implant Service for a review are being asked the following question:
“Overall, how was your experience of our service?” patients can then rate the service from Very good to Very poor.
Most patients say that they have received a very good or good service and even if they have had a poor experience will tell us on their feedback forms what has happened in their appointment.
The table below shows the results from feedback for past 6 months
| Very good | Good | Acceptable | Poor | Very poor | Total | |
| December 2024 | 48 | 4 | 1 | 0 | 1 | 54 |
| January 2025 | 55 | 8 | 1 | 3 | 0 | 67 |
| February 2025 | 32 | 6 | 2 | 0 | 0 | 40 |
| March 2025 | 43 | 7 | 3 | 0 | 0 | 53 |
| April 2025 | 51 | 5 | 0 | 1 | 0 | 57 |
| May 2025 | 45 | 6 | 1 | 0 | 0 | 52 |
Feedback (by percentage) for 2024 – 2025
If you you have not given us feedback and would like to do so now please use our online form.
Quotes from service users
In response to What did we do well?
“Gave me all the information I needed to understand the outcome of the assessment and then showed me the most appropriate next step.”
“This was my last appointment before my operation and was informative and reassuring.”
“My mapping session was very thorough and I felt comfortable and at ease. My questions were answered with explanations which helped me understand the process. Very happy overall.“
“Polite and efficient receptionist and seen promptly. Very professional and thorough consultation too.”
We appreciate comments on areas on which we could improve. We have pasted some of the comments which come up every now and again as well as responses, which may be helpful to patients.
Please enclose a map of the university campus showing where Building 19 is
Response – USAIS sends a map of the Highfield Campus in a pack with forms and leaflets, prior to a patient’s first visit. If this gets missed there is also a downloadable map and directions on our website
I can’t think of anything (apart from if there was somewhere a bit closer to me – being in Lancing)
Response – USAIS is a regional centre and so some of patients do need to travel a long way. We try to bunch appointments together to minimise travel. We hold some clinics at the Elizabeth Centre in the grounds of Queen Alexandra Hospital in Portsmouth and we also offer a remote support service for patients who cannot get to us.
Nothing that I can think of – maybe a cup of tea!! 🙂
Response – USAIS has a small waiting room which accommodates a range of patients (all ages and abilities). There is not enough space to provide catering facilities, however, there are several places around the University Highfield Campus where it is possible to purchase and eat refreshments. Select “Highfield Campus” and then “Food and Drink”. Patients can also bring food with them and eat it in our garden where there is a bench with seats.
Have a screen which transcribes conversations
USAIS does have an iPad with a transcription service called “Dragon” which could be useful and provides a screen which transcribes conversations. Clinicians are aware of this, but if you think it might be useful, do ask.