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"Seeing that everyone who enters the site is greeted and cared for in a non-judgemental and caring way is vital" - Experience of Care Week, Elaine's thoughts

Experience of Care Week is an opportunity to showcase and celebrate some of the great examples of the work and care happening within Solent NHS Trust.

Elaine Peachy is the Operational Lead for the vaccine centre at Oakley Road, she works with the clinical leads to deliver a safe and effective service for the mass delivery of COVID-19 vaccinations. Elaine has been on secondment since 21 January 2021.

“We are all unique and coming in for a vaccine is also a new experience. We therefore need to acknowledge that not everyone may be comfortable with the experience and give them the support they need.

“For me, seeing that everyone who enters the site is greeted and cared for in a non-judgemental and caring way is vital.  When people feel positive about their experience, this promotes the vaccine centre as a ‘safe place’ to be.

“We have now delivered 70,000 vaccines at Oakley Road, both to the community and to health and social care staff. People have different needs and we have ensured these are met, with our feedback showing this is very much appreciated. We have a number of different solutions including taking someone to a private room and completing the process in that room together with their chosen partner or carer. We also see people before normal opening times, reducing anxiety with fewer people being present.  We are rightly proud of our work with local faith groups to reach out to those who were unsure of the vaccine and also in securing wonderful volunteers.”

Elaine admitted: “I always want to hear if someone has had a poor experience as I think it is important to try and unpick what happened and make changes to prevent any reoccurrence. Recently I met with a delightful lady who was unhappy about her experience; her feedback led to information posters telling people what they might expect and answering questions, being placed in our vaccine centres. We are ensuring that when we communicate with our service users, we are mindful of how we engage and adapt to their needs.”

Patient Advice and Liaison Service (PALS)

Please visit our services page for specific services and contact details. Alternatively, contact our Patient Advice and Liaison Service by emailing or calling the number below. You can also give us feedback, make a complaint or share a compliment.

pals@solent.nhs.uk

 0800 013 2319

*Lines are open Monday to Friday 8.30am to 5pm

The Freedom of Information (FOI) Act was passed on 30 November 2000. It gives a general right of access to all types of recorded information held by public authorities, with full access granted in January 2005.

The Act sets out exemptions to that right and places certain obligations on public authorities.

Email: InformationGovernanceTeam@solent.nhs.uk

Phone: 0300 123 3919

*Subject to any exemptions which apply, we are obliged to provide the information requested please note that requests for Personal Information is not covered under this Act and should be applied for through the Data Protection Act 1998.

Our administrative and managerial centre is based in Southampton.

While our services can be found around various NHS locations in Southampton and Portsmouth (and surrounding districts), our administrative and managerial centre is based in Southampton at:

Highpoint Venue
Bursledon Road
Southampton
SO19 8BR

If you require a printable version of how to find us including bus times, car access and bike info please download our leaflet. (Copyright of Highpoint Venue).

Central office phone: 0300 123 3390

*Lines open Monday to Friday 9am to 5pm.

If you are a journalist with a media enquiry, please contact the Communications Team at:

communications@solent.nhs.uk 

0300 123 4156 or 02381 031076

The Communications Office is open Monday to Friday 9am to 5pm.