Patients and their relatives have been sharing their positive experiences of Glasgow’s new hospitals and many other NHS Greater Glasgow and Clyde facilities through a dedicated online Patient Stories Portal.
Some of the most recent feedback includes a comment from a parent whose child was recently taken to the A&E department at the Royal Hospital for Children, who said: “Excellent service at children's A&E on Friday night. Facilities great and staff beyond fantastic.”
Another comment from an adult patient treated in both A&E and by Rheumatology specialist at the Queen Elizabeth University Hospital, said: “I received the very best of attention from the nurses and other staff, who were friendly, kind, professional, and always willing and quick to see to my needs. As a vegan, I had been worried about what food would be available in a hospital, but I needn't have worried.”
In response to these and the many other comments on the portal Rosslyn Crocket, NHSGGC Nurse Director, said: “Many of the comments we have received via the Patient Stories Portal are terrific examples of great care and treatment. We pass these comments back to the various teams involved so that they can take pride in the positive feedback from their patients and their families.
“We are always delighted when people take the time to tell us when things have gone well. We are equally keen however to hear about areas where people think we can improve our services and there are some excellent examples of where we have changed our services thanks to the input of our patients and their comments.
“I am delighted to say that we now have more ways than ever before for people to be able to share their comments with us - good and bad.”
NHSGGC collects feedback in various ways to make it easier for people to share views on their health service.
In addition to the Patient Stories Portal, the health board’s website (www.nhsggc.org.uk) also hosts a general online patient feedback system and a formal complaints section. Feedback can also be submitted through the web-based independent Patient Opinion service.
NHSGGC also operates a universal patient feedback system to capture the views on inpatients at the time of their care. Originally introduced as a pilot it has been so successful that it is now being rolled out across all NHSGGC hospitals. It is a simple way for patients to score their experience by completing a card on the day of their discharge.
NHS Greater Glasgow and Clyde’s ‘2014/15 Annual Report Feedback, Comments, Complaints and Concerns’ is now available and shows the numbers of comments received and examples of improvements which have been put in place thanks to people’s feedback.
Rosslyn Crocket added: “Every comment we receive is an opportunity for us to learn how we can better meet the needs of patients and visitors, and deliver even better health care for every patient every time.”
For further information either telephone 0141 201 4429 or email [email protected].
Notes to Editors
The full Annual Report on Feedback, Comments, Complaints and Concerns can be found at: www.nhsggc.org.uk/get-in-touch-get-involved/we-are-listening/
The patient stories portal can found at: www.nhsggc.org.uk/our-performance/celebrating-success/patient-stories/
The NHSGGC general patient feedbacks service can be found at: www.nhsggc.org.uk/patientfeedback
The independent Patient Opinion website can be found at: www.patientopinion.co.uk/youropinion