Detailed contribution information
| Contribution title | Feedback Card Initiative: A Bridge between the Service and Service Users |
|---|---|
| Contribution code | D1.173 |
| Authors | |
| Form of presentation | Poster |
| Topic |
|
| Abstract |
Aims: 1- To assess the opinions of service users and their carers in two community teams of Child and Adolescent Mental Health Services (CAMHS) teams in Cork, Ireland. 2- To identify factors that affect the service quality. Methodology: Using qualitative thematic analysis through anonymous feedback cards distributed in the waiting area for one month (25/09/2024-25/10/2024). Results: A total of 124 cards with 233 comments were received and analysed. Statements were categorised into compliments (82%), complaints (16.3%), and suggestions (1.7%). Themes identified included positive interactions with staff (64.9%), efficient service delivery (8.2%), effective treatment (4.7%), and a welcoming environment (4.3%). Challenges highlighted included communication issues (4.7%), long wait times (3.4%), resource constraints (3.4%), inconsistent care (3.4%), and dissatisfaction with treatment plans (1.3%). Conclusion: Strong engagement with the project reflected that service users and their carers were eager to provide their opinions when the appropriate tools were provided. Although there is an established national online feedback process for CAMHS in Ireland, the local feedback card initiative was immediately accessible and convenient for service users. With the recent negative media focus on CAMHS in Ireland following the Maskey ‘Look Back Review’ on an area neighbouring the Cork CAMHS teams in this study, the high number of compliments received were valuable for boosting staff morale and encouraging the continuation of a high standard care. The comments were helpful in identifying factors that impact service quality, highlighting areas for improvement. |