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Improving the Patient Experience at Forefront of NHSGGC Priorities

November 18, 2013 4:38 PM

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Working with our patients to improve services and “the patient experience” is at the forefront of NHS Greater Glasgow and Clyde’s (NHSGGC) priorities.

One of the best ways to do this is to capture comments from our patients, relatives, service users, staff and volunteers. To increase detailed feedback that will be used to influence change NHSGGC today launched an online Patient Feedback system to enhance existing methods of capturing patient views which already include face to face patient interviews, discharge survey forms and a host of patient forum groups.

Hosted on the Board’s website patient comments will be fed directly to frontline service providers to flag up issues where we can improve services and where services have worked really well and could be emulated elsewhere.

The new system was unveiled at NHSGGC’s Annual Review which was attended by more than 200 patients and members of the public.

The Review – an examination of the board’s performance over the year, was chaired by the Cabinet Secretary for Health and Wellbeing, Alex Neil. Mr Neil said: “The Annual Review is an excellent opportunity for the public to ask questions and get answers from those responsible for delivering healthcare in their area.

“I am delighted that NHS Greater Glasgow and Clyde has chosen to launch its new patient feedback system at this event. Feedback from patients is very important and helps shape the services we provide in the NHS.

“Patients should use this opportunity to make sure their views are known because they can make a difference. Every organisation takes feedback from customers very seriously and the NHS should be no different. The NHS belongs to everyone and they should have a say in how its run and what they want.”

As well as launching the new online patient feedback system, the Board’s senior management team reported significant achievements in meeting or exceeding the majority of its HEAT targets through which thousands of patients have benefited from earlier and more innovative treatment.

Robert Calderwood, NHSGGC’s Chief Executive said: “Since our last Annual
Review in November 2012 much has happened across NHS Greater Glasgow and

“We have performed very well against some of our key national performance targets including waiting time guarantees, infection control, health improvement, standards of treatment and financial performance.

“I think it is outstanding that our staff has significantly exceeded some of our targets in tackling smoking, alcohol consumption and child obesity.

“While these targets are important indicators they do not tell the whole story of the full spectrum of what has been delivered by our 38,000 dedicated health care professionals in the last year.

“In 2011 we were given a two year target to achieve 12,182 successful quit smoking attempts amongst those in the most socially and economically deprived areas of our board. Between 2011 and 2013 we supported 13,873 successful quit attempts in these areas with an overall Greater Glasgow and Clyde rate of 24,957.

“Alcohol consumption remains an area of high priority, not only in Greater Glasgow and Clyde, but across Scotland as a whole. We managed to exceed our target of 14,066 by 9% achieving a total of 15,320 alcohol brief interventions.

“We have also exceeded the national target of 90% with 91% of our patients being treated within 18 weeks of referral to treatment.

“There have also been a number of strategic milestones achieved this year such as the completion of the new £20 million Vale of Leven Centre for Health and Care, construction is now at an advanced stage on the new Possilpark Health Centre and approval has also now been given to the building of new health centres at Maryhill, Woodside, the Gorbals, Eastwood and Pollochshields. We have completed the first phase of a new £10.5 million development on the Leverndale site with patients and staff enjoying the new state-of-the-art building and a one million pound investment has been spent on refurbishing Accident and Emergency at Inverclyde Royal Hospital.

“I am immensely proud of the individual, team and organisational efforts of staff in achieving all this and so much more.”

Some of NHSGGC’s other key achievements include:

• A total of 2,321 children completed the child healthy weight intervention programme
by March 2013, above the target of 2,261.
• NHSGGC remained in financial balance and met the cash efficiency target at the end of March 2013, whilst at the same time delivering on a range of service developments and improvements.
• As at March 2013, 95.1% of patients referred urgently with a suspicion of cancer began treatment within 62 days of receipt of referral and 98.4% of our patients diagnosed with cancer began treatment within 31 days exceeding the target of 95%.
• NHSGGC continuously exceeded the 91.5% drug and alcohol waiting times target, averaging 93.8% during 2012-13.
• NHSGGC continued to achieve reductions in the number of Staphylococcus Aureus Bacteraemia and C Difficile Infections reported throughout 2012-13, however, performance was slightly above target in relation to Staphylococcus Aureus Bacteraemia.
• As at the end of March 2013 NHSGGC reported a total of 9,002 people diagnosed with dementia.
• As at March 2013, no new outpatient waited more than 12 weeks from referral.


For further information either telephone 0141 201 4429 or email [email protected] .

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Last Updated: 06 February 2015