Frontline Voices | Healthwatch Salford

A breakdown in communication is often the pivotal point where patient and service user experience turns negative and can sometimes escalate into avoidable conflict. Since Healthwatch began, the perceived attitudes of staff have been a constant source of complaint, often exacerbated by negative media coverage, but we know that this is only one side of the story.

The Frontline Voices project aims to gather insights from health and care staff about their interactions with the public, handling of difficult situations, support from colleagues and management, and the impact of work on home life. This project seeks to improve staff wellbeing and patient experience by encouraging systemic support for staff. Data will be collected through online and paper surveys, and telephone interviews, with anonymised results reported by job title, highlighting best practices without naming specific services.

Get involved!

Survey

If you work in a Salford based health or care service, now is your opportunity to tell us how it has been for you. Take part in our anonymous survey by following the link to: www.smartsurvey.co.uk/s/frontlinevoices or call us on: 0161 960 0316 to chat through your answers.

Share your story

Alternatively, if you have encountered a challenging interaction with a member of public whilst at work over the last year, we would also like to hear from you about what happened, how this made you feel, what was the outcome and what you think could’ve been done to make it better. Please call us on: 0161 960 0316 to arrange a confidential chat with our project lead.

Share details of our project

If you know someone who works in a Salford based health or care service, please encourage them to take part in this project.

How we will use the data gathered

Our Healthwatch team will analyse the findings and compile a report in the new year, grouping summaries into cohort of job roles (e.g. reception, admin, clinician, ancillary support, etc) right across the health and care sector. We will not be naming individual organisations. It is intended to highlight and showcase examples of good practice where workplaces have supported staff and the ways in which they have done this.

For more information on this project, please contact Mark Lupton:

mark@healthwatchsalford.co.uk