NHS Greater Glasgow and Clyde is listening to feedback from patients, relatives and visitors in more ways than ever before.
The ‘2013/14 Annual Report Feedback, Comments, Complaints and Concerns’ is now available on www.nhsggc.org.uk and shows the numbers of comments received and examples of improvements which have been put in place thanks to people’s feedback.
NHSGGC collects feedback in various ways to make it easier for people to tell their views on their health service. These include:
• surveys and questionnaires;
• one to one interviews;
• focus groups of patients;
• standing panels of patients, carers or members of the public;
• patients or carers being members of clinical networks or advisory groups; and
• Public Partnership Forums provide useful feedback to our Partnerships.
NHSGGC also launched an online feedback process in November 2013 which is available on the Board’s website. In addition feedback is also collected from the national Patient Opinion website and from organisations such as the Patient Advice and Support Service (PASS).
Thanks to comments and feedback NHSGGC has put in place a variety of changes within wards and services.
Following feedback, one ward in the Southern General Hospital has piloted the use of a red badge so that visitors and patients can easily identify the senior nurse in charge of the ward. Since this introduction visitors and patients have commented how much they like this simple improvement.
A person-centred breakfast option is also being tested in the Beatson Cancer Unit. This followed feedback from patients that they sometimes missed breakfast - either due to receiving treatment at the time or that they felt too unwell to eat early in the morning.
Since receiving this feedback, patients who have missed out on their breakfast or expressed a wish to have a late breakfast have a red flag placed at their bedside. Staff then know to provide breakfast either when the patient returns from treatment or when the patient feels ready to eat.
Rosslyn Crocket, NHS Greater Glasgow and Clyde’s Director of Nursing, said: “We are absolutely determined to provide a person-centred service for our patients, their families and carers.
“We aim to ‘Put patients first always’ and only by listening to feedback – whether it be positive or negative – will we know what matters most to each individual. We are committed to continually improving our services and I am pleased that improvements have already been made to the way that our services are provided thanks to people taking the time to tell us their views on their experiences.
“I would urge anyone who has a suggestion or comment to get in touch with us, we are more than happy to listen to what matters to each individual.”
A summary document of the annual report is available at www.nhsggc.org.uk/wearelistening
For further information either telephone 0141 201 4429 or email [email protected]
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