VOICES Survey

This section of the questionnaire is about the inpatient services at Mountbatten Hospice. We are interested in the experiences of people who were admitted to the hospice ward during their care.

Q1 Did your relative / friend stay in the inpatient unit of Mountbatten Hospice at any time before their death?

Yes - go to Q2No - go to Q12Not sure - go to Q12

Q2 How long was their admission to the hospice?

Up to 24 hours24 hours to 2 weeks2 to 4 weeksLonger than 4 weeks

Q3 Which of the following statements corresponds most with your opinion about the help they received in the inpatient unit?

A - There was enough help available to meet their personal care needs such as washing, personal hygiene and toilet needs

Strongly agreeAgreeNeither agree nor disagreeDisagreeStrongly disagree

B - There was enough help with nursing care, such as giving medicine and helping them find a comfortable position in bed

Strongly agreeAgreeNeither agree nor disagreeDisagreeStrongly disagree

Q4 During this admission, in your view did they receive enough support in the following areas?

A - Emotional support

Yes, definitelyYes, to some extentNo, not when they needed itThey did not need this type of helpDon’t know

B - Spiritual or religious needs

Yes, definitelyYes, to some extentNo, not when they needed itThey did not need this type of helpDon’t know

C - Relief of pain

Yes, definitelyYes, to some extentNo, not when they needed itThey did not need this type of helpDon’t know

D - Relief of symptoms other than pain

Yes, definitelyYes, to some extentNo, not when they needed itThey did not need this type of helpDon’t know

E - Financial concerns or other practical problems

Yes, definitelyYes, to some extentNo, not when they needed itThey did not need this type of helpDon’t know

F - Family concerns (such as talking to children, caring for someone else in the family or managing difficult relationships)

Yes, definitelyYes, to some extentNo, not when they needed itThey did not need this type of helpDon’t know

Q5 During this admission, were you or other family members kept informed about their condition?

AlwaysUsuallySometimesNeverDon’t know

Q6 During this admission, did the hospice team explain their condition, treatment or tests in a way that you found easy or difficult to understand?

Very easyFairly easyFairly difficultVery difficultThey did not explain their condition, treatment or tests to meI never spoke with the hospice team

Q7 During this admission, when their condition changed was this clearly communicated to you?

YesNoDon’t know

Q8 During this admission, were you involved in decisions about their treatment and care as much as you wanted?

I was involved as much as I wantedI would have liked to be involved moreDon’t know

Please feel free to make comments below

Q9 How much of the time were they treated with respect and dignity by the hospice team?

AlwaysMost of the timeSome of the timeNeverDon’t know

Q10 Whilst they were in the hospice, did you feel that you received enough emotional support from the hospice team?

Yes, definitelyYes, to some extentNo, not when I needed itI did not need this type of helpDon’t know

Q11 Overall, do you feel that the care they got from the team in the hospice on that admission was:

ExceptionalExcellentGoodFairPoorDon’t know

Please feel free to make comments below to help us improve the services we provide and in particular, other ways in which we could have offered support:

These questions are about the Mountbatten At Home team. This service supports people in their own home or nursing home. The Mountbatten At Home team is made up of nurses, doctors and our domiciliary care team.

Q12 Did your relative / friend receive care from the Mountbatten At Home team? (required)

Yes - go to Q13No - go to Q18Not sure - go to Q18

Q13 Whilst they were receiving care at home from the Mountbatten At Home team, did the team visit as often as they were needed?

Yes, alwaysOnly sometimesNoDon’t know

Q14 Whilst they were receiving care at home from the Mountbatten At Home team, did they receive enough support in the following areas?

A - Emotional support

Yes, definitelyYes, to some extentNo, not when they needed itThey did not need this type of helpDon’t know

B - Spiritual or religious needs

Yes, definitelyYes, to some extentNo, not when they needed itThey did not need this type of helpDon’t know

C - Relief of pain

Yes, definitelyYes, to some extentNo, not when they needed itThey did not need this type of helpDon’t know

D - Relief of symptoms other than pain

Yes, definitelyYes, to some extentNo, not when they needed itThey did not need this type of helpDon’t know

E - Personal care needs such as washing or personal hygiene

Yes, definitelyYes, to some extentNo, not when they needed itThey did not need this type of helpDon’t know

F - Financial concerns or other practical problems

Yes, definitelyYes, to some extentNo, not when they needed itThey did not need this type of helpDon’t know

G - Family concerns (such as talking to children, caring for someone else in the family, or managing difficult relationships)

Yes, definitelyYes, to some extentNo, not when they needed itThey did not need this type of helpDon’t know

H - Help with urgent problems in a timely manner

Yes, definitelyYes, to some extentNo, not when they needed itThey did not need this type of helpDon’t know

Q15 Overall, whilst they were receiving care at home from the Mountbatten At Home team:

A - The team explained their condition, treatment or tests in a way that you found easy to understand

AgreeSomewhat agreeSomewhat disagreeDisagreeDon’t know

B - You felt that the team had time to listen and discuss things with you

AgreeSomewhat agreeSomewhat disagreeDisagreeDon’t know

C - You and your family got as much advice and support as you needed

AgreeSomewhat agreeSomewhat disagreeDisagreeDon’t know

D - You were involved in decisions about their treatment and care as much as you wanted

AgreeSomewhat agreeSomewhat disagreeDisagreeDon’t know

Q16 Altogether, do you feel that the care they got from the Mountbatten At Home team was:

ExceptionalExcellentGoodFairPoorDon’t know

Q17 Did the Mountbatten At Home team set your expectations at a realistic level in terms of what they were able to provide?

YesNo

Please feel free to comment further on any other aspect of the Mountbatten At Home team. This will help us to improve the services we provide.

These questions are about the Mountbatten John Cheverton Centre team. This Centre offers services for Day Services, Physiotherapy, Complementary Therapies, Outpatients, Occupational Therapy and the Lymphoedema.

Q18 Did your relative / friend ever attend the John Cheverton Centre? (required)

Yes - go to Q19No - go to Q22Not sure - go to Q22

Q19 How many times did they attend Mountbatten Day Services?

Only onceBetween 2 and 5Between 6 and 10More than 10

Q20 Please let us know which group or service they attended

Q21 Overall, do you feel they benefited from attending the John Cheverton Centre?

YesNoNot sure

What are the reasons for your answer? Was there anything that could have been done differently?

Q22 Where did your relative / friend say that they would prefer to die?

N/A – they had not expressed a preferenceAt homeIn a hospiceIn a hospitalIn a care homeThey said they did not mind where they diedSomewhere else (detail below)

Q23 Where did they die?

At their preferred place of deathSomewhere else (detail below)

Q24 On balance, do you think that they died in the place that was important to them?

YesNoNot sure

Please feel free to make comments below:

Q25 If they died in Mountbatten Hospice, were you or their family given enough help and support by the hospice team at the actual time of their death?

Yes, definitelyYes, to some extentNo, not at allDon’t knowNot applicable – they did not die in Mountbatten Hospice

Please feel free to make comments below:

Q26 Were you able to talk to someone from Mountbatten about your bereavement as soon as you wanted to? (required)

Yes, I talked to them as soon as I wanted toNo, I would like to have talked to them soonerNot sureI have not talked to anyone from Mountbatten because I did not wish to

Q27 Did you receive a telephone call or a letter from Mountbatten after the death of your relative / friend? (required)

YesNo

If yes, did you find this:

Very helpfulPartially helpfulDon’t knowNot helpfulDon’t remember

Please feel free to make comments below:

Q28 Have you engaged with any of our bereavement groups or services? (required)

YesNo

Q29 If you have engaged with our bereavement services, how helpful was it?

Very helpfulPartially helpfulDon’t knowNot helpfulDon’t remember

If there is any other help or support you would have liked from the hospice since their death, please feel free to comment below:

Q30 Thinking about the service we provide, how was your overall experience of Mountbatten? (required)

Very goodGoodNeither good nor poorPoorVery poorDon’t know

Please explain the reason for your answer. What would have improved your experience of Mountbatten? We are keen to hear, as well as act upon, your comments.

Q31 Do you know how to give us feedback about our services, be it a compliment, concern or complaint? (required)

YesNo

If you answered no, how could we make it easier for you?

Section G - Information about you and your friend or relative

Q32 Do you identify yourself as: (required)

MaleFemaleTransgenderOther

Q33 How would your friend or relative have identified themselves: (required)

MaleFemaleTransgenderOther

Q34 What was your relationship to them? Were you their: (required)

Husband / wife / civil partnerSon / daughterBrother / sisterSon-in-law / daughter-in-lawParentOther familyPartnerFriendNeighbourStaff in care homeWarden (sheltered accommodation)Other official (please give details below)Someone else (please give details below)

Q35 What is your age group? (required)

18 - 1920 - 2930 - 3940 - 4950 - 5960 - 6970 - 7980 - 8990 - 99100+

Q36 What was their age group?

18 - 1920 - 2930 - 3940 - 4950 - 5960 - 6970 - 7980 - 8990 - 99100+

Q37 Please could you indicate which ethnic group you belong to: (required)

WhiteBangladeshiBlack AfricanBlack CaribbeanBlack other (please give details below)ChineseIndianPakistaniOther Asian (please give details below)Other (please give details below)

Q38 Please could you indicate which ethnic group they belonged to: (required)

WhiteBangladeshiBlack AfricanBlack CaribbeanBlack other (please give details below)ChineseIndianPakistaniOther Asian (please give details below)Other (please give details below)

Q39 We are interested in your understanding of how our services are funded. Please tick the box below which best describes your understanding: (required)

CharityNHSPart charity / part NHSDon’t know

If you have any further comments you wish to make about Mountbatten and its services, please use the box below. Similarly, if you would like to speak to a member of staff regarding your experience or anything else, please contact Jane Hazeldine, Director

Please provide your name and contact details if you would like us to get in touch with you about your answers to this survey or for any other reason

VOICES Survey

Section A - Inpatient care on the hospice inpatient unit

Section B – Mountbatten At Home team

Section C – Mountbatten John Cheverton Centre

Section D - Circumstances surrounding their death

Section E – Bereavement support and information

Section F - Your experience overall

Section G - Information about you and your friend or relative