Service Evaluation

Service evaluation and parent/patient involvement is prominent within the culture of our service. We evaluate our service in many different ways, including: questionnaires, groups and through informal conversations with our families.

An annual report (which can be made available upon request) provides a section on service evaluation and patient/parent experience. Below is a summary of some of the main findings from the annual report, completed for the reporting period 1st April 2019 – 31st March 2020. A poster summary of the Annual Report can be found linked at the bottom of this page. 

Families (parent/carers and children) complete either a monthly ‘Experience of Service Questionnaire (ESQ)’ covering the following areas: care and welfare, nutritional needs, respect and involvement and additional support, or a ‘Carer Survey’ (parent/carers only) which covers 5 important areas of carer involvement.

  • 21% of families agreed that this is a good ward for their friends and family to be looked after by if they needed similar care or treatment to them. No families reported that it is not a good ward, but 13.69% were undecided.
  • 07% of responders rated their overall care as Very Good, and 17.24% as Good, 6.9% as Fair. No one reported their overall care as poor, representing the high level of care delivered at the Croft.
  • The combined satisfaction percentage from all ESQ’s submitted in this period was 15%.
  • The combined satisfaction percentage from all Carer questionnaires submitted in this period was 64%.
  • The results of the ESQ and Carer Survey highlight that families have a high level of satisfaction in the care they receive at the Croft, with only 2 areas falling below the expected satisfaction value.

On the week leading up to discharge, young people and their parent/carers are asked to complete an exit survey about their experience of service.

  • The exit survey for parent/carers was revised in October 2019, to include more quantitative data which can be looked at and to ask for families opinions on the Crofts Family Model.
  • Parents primarily report high satisfaction with the service they have received in all areas.
  • The data collected from the older child feedback shows that all the children found it difficult at times at the Croft.
  • Although none of the children reported always enjoying their time at the Croft, 3/5 reported finding it helpful.
  • 4/5 children understood why they were there and felt that their views were listened to.
  • The surveys completed by younger children showed very dissimilar experiences of the Croft. Different experiences of the service are to expected due to the diverse range of children and difficulties, however it is important to hear the views and voice of the younger children during their stay at the Croft.

If parents/carers give permission on discharge, a 6 month follow up questionnaire is mailed. Return rates are low, however it gives us an understanding of how some of our families manage after discharge.

Further Patient and Parent/Carer Involvement in Service Evaluation

  • A monthly “Have your say” meeting with all young people and the advocate, where they can raise worries, concerns, ideas or suggestions about the way the service operates. Engagement in this group has been minimal, however, the Head of Patient and Parent Involvement regularly visits the unit in between meetings for the young people and parents to talk to if needed.
  • A weekly ‘coffee group’ for parents to spend time off the unit with other parents and staff, where they can also raise worries, concerns, ideas or suggestions about the way the service operates. Feedback by the parents is acted upon an communicated back through a ‘You Said/We Did’ document put on display in the communal area.
  • 1-1 Advocacy
  • Service Design & Development, including parent involvement in staff interviews.
  • The introduction in the GDPR ‘consent to contacts’ so that families can be contacted for involvement opportunities and feedback in the future.

Comments about the Crofts Family Model

  • 71% of families report that they would not have accepted the admission to the Croft if they were not able to stay residentially too.

“I feel that this is a fundamental positive attribute of the Croft, encouraging involvement, parent/staff partnership and empowerment. Also, reduce child’s anxiety about coming to the Croft.” 

“Very positive, encouraging involvement, parent/staff partnership and empowerment and providing a shared experience with child/others. Also very helpful to have this option from a logistic point of view, which could otherwise cause stress.”

“Very pleasant, warm environment (once acclimatised) with well-designed living and kitchen spaces. Good consideration shown to non-resident siblings, finding opportunities to involve them during a difficult time for them too.”

“I have learnt so much from the staff. We have been on a journey as a family and I’ve felt included every step of the way. We are leaving stronger and more connected as a family”

“The parenting groups were great, both for helping me as a person and in my role as a mother. My other children have also been made to feel very welcome when visiting”

Other feedback from Parents of the Croft can be found here

Further information

The page was last updated on 03 June 2020 by bdale.


Cambridgeshire and Peterborough NHS Foundation Trust
Elizabeth House, Fulbourn Hospital
Cambridge, CB21 5EF

T 01223 219400 (open 8:30am to 5pm)
F 01480 398501

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