Published: Thursday, February 28th, 2013

We're always listening!


Earlier this month, Robert Francis QC published his report following the public inquiry into Mid Staffordshire NHS Foundation Trust – the follow up to the original inquiry.


This report comes at an important time for us as we work to bring together the critical elements of our 2020 Board Strategy which will point to the main ways we intend to improve and develop our services for patients across Scotland.  In doing that, we will take careful account of the Report. It will take us a bit of time to work through and check how we are doing against all 290 of the Report’s recommendations, but we will do that holding high quality of care as our first priority.  So in this month’s blog I am just concentrating on a few of the areas where we do this.


Listening to patients in order to truly understand their experience


We have a number of ways that patients can tell us about their experiences, provide feedback, make a suggestion or raise a complaint – after all, by listening to you we can improve and make changes where they are needed. We want patients to speak to us directly, whether it’s in person, over the phone, via email or the Speakeasy comment/suggestion form. We also have patient surveys and Emotional Touchpoints, where patients can speak to us face-to-face about a specific issue.


And we have a constant dialogue through our website and social media channels. Our Communications Strategy is currently being updated to ensure that we continue to have this two-way conversation. We are happy to hear your views on how we communicate - what do we do well, what could we could be doing differently and what do we need to improve on? To have your say, email or contact us via Facebook or Twitter 


Real involvement of patients and the public


We have a strong history of involving and engaging patients and the public in everything that we do. We have regular engagement events and we have an important team of volunteers who provide practical and valuable services across the hospital.  Our Quality Patient Public Group  is a forum where former patients and carers help shape our services. Our Involving People Strategy is currently being updated and will ensure that all of our key stakeholders are appropriately communicated with, engaged and involved in our strategies and services. But we are always looking for more people to get involved. To find out more, visit the Recruitment and Volunteering section of our website.


Open, honest and transparent information


We believe in being fully open and transparent and that is why we already publish a wide range of information to help you scrutinise our performance in a number of key areas. A quick visit to our website will give you access to our Local Delivery Plan, Annual Report and Accounts, Workforce Monitoring and Infection Control data amongst other things. And local information is made available to patients and visitors on screens and noticeboards in our wards. We also welcome any enquiries under the Freedom of Information regulations.


The recommendations from the Francis Report will prove useful to us all.  But for everyone at the Golden Jubilee National Hospital and in the Beardmore Hotel and Conference Centre, each day is an opportunity to do our job better than we did it the day before.  Continuous improvement is the goal we set ourselves and making improvements in the quality of care we offer and the services we deliver matters – whether the improvement is large or small.


In future blogs, I’ll be sure to update you on our progress.

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