Last year we carried out a survey to ask our service users about their experience of using our services during the pandemic.

We know how difficult it has been for everyone during this period, especially if you're already receiving support. We wanted to know about what's gone well, what hasn't gone so well and what we can improve on.

All staff working in the service were also contacted to listen to their experiences of providing the service during this time had been.

We received 42 responses to the survey from people using our Gender Identity Clinic, with lots of really helpful comments.

We would like to say a huge thank you to everyone who has taken part. Your feedback is really important to us and we have been considering it carefully.

The findings have been shared with staff and we wanted to take this opportunity to share with you some of the main themes that emerged and the areas we've identified for improvement.

Access and support

You said you knew who to contact and were able to access support when needed but there are issues with communication received from the clinic. 

Types of communication

You said that your phone and video contacts were helpful and that you'd like a choice of how to have your appointment in the future.

We will be exploring the use of online appointments as a permanent option to offer where appropriate.

Support groups

You said that you weren’t sure what support groups were on offer and the majority of respondents didn’t attend any.

Staff would like different platforms to be able to offer online support groups. 

Feedback about the service

Half of you said the service was positive and praised staff however, the other half said that the service was poor.

Comments suggest waiting times, communication from the clinic and being able to contact the clinic were issues, as well as cancelled appointments.

We have fed back to staff both the praise for their hard work and fantastic support provided but also the areas where improvements could be made.

Attend Anywhere

You said you found your video appointment on Attend Anywhere helpful and it was a positive experience. You found it easy to use and would recommend using it to others.

This is really good to hear as we are exploring the use of this on a longer term basis.

Areas we've identified for improvement

  • Support for flexibility for home working
  • More options for online platforms to ensure all clients can access
  • Choice for appointment type
  • Waiting times
  • Review if increased contact with carers is needed
  • Improved IT

These areas are all being reviewed and we are planning to start a quality improvement meeting to start addressing some of these issues.

Find out more

To find out more or to see the results in more detail please contact the Quality Improvement Team by emailing qiteam@shsc.nhs.uk or speak to a member of the Gender Identity Clinic team.

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