How We Use Your Feedback
“It is easy to find how to make a complaint or raise a concern however it is difficult to locate how to share positive feedback”
The homepage on the Trust website has been updated to incorporate a link taking people to the feedback hub where they can share feedback on their experience in a number of ways
Below are some examples of how we have used your feedback to create positive changes within the hospitals.
Communication
You said: The ophthalmology appointment letters are difficult to read for some people with a visual impairment as the font is too small.
We did: We worked with our software partner to ensure that we are able to produce letters with an appropriate font size. We also ensured that our systems can identify patients who require this functionality.
Mobile Phone Charging
You said: There are no facilities within the hospital to charge mobile phones for patients and the people important to them, especially in emergency areas.
We did: We installed mobile phone charging units in our emergency departments in Shrewsbury and Telford. The battery banks can either be rented, or purchased if the user wishes. The units generated 210 rentals in the first seven weeks of being installed.
Due to the success of the units in the emergency departments further units were installed across the hospitals to ensure convenient access for all patients and the people important to them.
Rest Stops
You said: The walk from the car park to Outpatients is now too long.
We did: We installed ‘Rest Stops’ in key points throughout the journey. The fixed chairs, which are in dementia friendly colours were purchased through hospital charity funds.
Park and Ride for Patients
You said: Parking at the Royal Shrewsbury Hospital is very difficult when attending either as a patient or a visitor. Patients should be permitted to use the park and ride as well as staff.
We did: In March 2025 the Park and Ride facility, which was initially only for staff, was extended to patients as a 12-week trial to ascertain how many patients and visitors would use the facility. Following positive feedback and considerable use of the service this was made permanent in April 2025.
Emergency Department Waiting Times
You said: It would be useful to have the waiting times displayed in the Emergency Departments in the hospitals to give an idea how long it will be to be seen.
We did: Electronic screens were erected in the Royal Shrewsbury Hospital and Princess Royal Hospital Emergency Departments detailing the anticipated waiting times.
British Sign Language Awareness
You Said: There is a lack of awareness of British Sign Language (BSL) in the Emergency Department Reception.
We Did: At a glance posters regarding the procedure for booking a BSL Interpreter were produced for the emergency departments. Training in BSL has been made available in the Trust in the form of both on on-line introductory course and a face-to-face 12 week course for our patient facing staff.
Waiting Times for Medications
You Said: The waiting times to receive medications before being discharged from hospital is far too long and delays people being sent home.
We Did: We installed dispensing lockers in the hospital which contain many of the frequently used ‘To Take Out’ medications which people are prescribed before they are discharged from hospital. This has speeded up the discharge time for some patients as they no longer have to wait for pharmacy to dispense medications.