Delivering care through collaboration

NHS Golden Jubilee welcomes world first in accessible technology

May 27, 2021

The WelcoMe app will help NHS Golden Jubilee staff provide more person-centred care for people with disabilities


NHS Golden Jubilee has become the first hospital in the world to introduce the WelcoMe App, a unique web-based customer service tool to support accessible patient experiences.
Designed to put disabled people in control of their service experiences, the app will be rolled out to all outpatients of Scotland’s flagship hospital as part of an innovative pilot programme.
Robert White, NHS Golden Jubilee Service Design and Equalities Lead, said: “Patients have always been at the heart of everything we do here at NHS Golden Jubilee, and we are delighted to be taking forward this exciting collaboration with the team at WelcoME.

“As a Disability Confident Leader, making sure we are offering the highest quality of care and experience for those who need our services has always been a priority for us, and this project is the latest step in our dedication to creating an accessible space for everyone who comes through our doors.”

The six-month pilot will run until November 2021, and will be open to everyone who is coming to the Golden Jubilee National Hospital as an Outpatient.

Ahead of their visit, patients will be sent information on how to download and set up the app.

Users will then be able to build and share an accessibility profile with their specific needs and information about when they will be arriving.

This will also offer our staff the opportunity to receive real time training and guidance on how to interact directly and appropriately with relation to their needs, disabilities or conditions they choose to disclose.

Continuing their dedication to accessibility, the launch of WelcoMe comes just months after the unveiling of the new Golden Jubilee Eye Centre – currently one of the most accessible healthcare facilities in the UK.

The Eye Centre, which will carry out approximately 18,000 cataract procedures a year for patients across Scotland, features a wide range of unique accessibility technologies and wayfinding support to meet the varying needs of the NHS Golden Jubilee’s diverse patient demographic.

WelcoMe allows users to:

  • Set personalised assistance from the time they arrive at the Hospital, throughout their patient journey.
  • Access up to date accessibility and assistance information.
  • Receive direct communication and support from the organisation, including any changes or issues, in real time.

Gavin Neate, CEO and Founder of WelcoMe added: "Anxiety about travel and arrival will be a major factor in access to and use of the health sector for many disabled people as we transition through lockdown.
“WelcoMe aims to reduce this anxiety by providing a service that supports the disabled person arrival whilst at the same time supporting the staff member in the provision of service. As a Scottish company, we could not be more proud that NHS Golden Jubilee will be the first hospital in the UK to employ this award-winning technology and we look forward to helping the NHS build back even stronger than they were before.”
For more information on how to use and download the app, please visit this link.

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