We are keen to find out what people accessing the range of services we offer think about them, how these meet their initial expectations, and what suggestions there are, if any, for improvements. As in the NHS, we believe that this can enhance the processes we follow, and the services we provide, thereby making these ever more tailored to the needs of the diverse population we work with.
We seek service users’ views in three main ways…
- via informal feedback provided in person or via email;
- with an optional short online feedback form that can be submitted after any contact with The National Psychology Clinic (including simply making an initial enquiry but nothing more than this, having some psychological therapy sessions, or attending a training event);
- piloting a quarterly service user consultation meetings for people who have attended at least one clinical appointment with us.
Changes we have incorporated following feedback include…
Offering an introductory phone call or Zoom call free of charge for people who have a confirmed booking to attend for any type of clinical appointment (e.g. an autism assessment or therapy assessment). This is in addition to the initial consultation phone call we offer to anyone enquiring about our services. People have told us that this is helpful for reducing anxiety about the initial appointment.
Sending out a semi-structured agenda summarising what happens at diagnostic assessments – not just the names of the assessments that are conducted, but the themes that these include. Feedback has been that this helps people to more easily imagine what the assessment will cover, and can also reduce anxiety and apprehension about the types of questions that may be asked.
Providing comprehensive and detailed assessment reports, as well as shorter letters for other health professionals or for non-NHS / health-related services (e.g. writing a To Whom it May Concern letter to a university or employer). This has enabled people to reduce the disclosure of personal details about their thoughts and experiences with organisations who may not need these (e.g. an employer).
Providing post-diagnostic support for parents of adults recently diagnosed with autism. Several parents reported that they would benefit from the option to talk through the diagnosis and what this means for their grown-up child, as well as for them and the wider family. This has also given parents the opportunity to be able to find out about strategies that could be helpful at the time of the diagnostic assessment and in the weeks and months following.
Inviting people to share with us their language preferences for assessments and subsequent reports. A number of people have told us that using language that has a high degree of formality and precision, has helped make the assessment and report more clear and accessible. For others, a more conversational approach has been valued. At the onset of the assessment process, we now invite an open discussion about what kind of approach would feel most accessible and useful.
Developing a feedback questionnaire based on suggestions from people using The National Psychology Clinic. We have sought opinions about the content and format of the feedback form we use, so that this reflects the areas identified as important for people we meet for clinical appointments, consultation and training events.