Delivering care through collaboration

Patient-led forum shows NHS Golden Jubilee is one of the best for feedback responses

February 22, 2022

NHS Golden Jubilee is among the best in Scotland for responding to feedback, according to a top independent patient experience organisation.

The National Hospital, based in Clydebank, which treats patients from across the country for in-demand and specialist services, was the second top organisation for acknowledging the feedback patients, families and visitors gave of their experiences.

Over the past year, patients treated at the Golden Jubilee took time to offer their views on the services, visitor experience and care - the majority of which was positive – on the independent Care Opinion website.

Patients and families also submitted feedback on social media, in person and on cards given to them when they are in hospital.

NHS Golden Jubilee Nurse Director, Anne Marie Cavanagh, said: “We take the views we get from our patients, families and visitors very seriously and it is an important part of our service.

“We also learn from negative patient experiences and feedback which helps us improve across our organisation.

“It is important for us to know that even during the challenges we have experienced in the last 2 years that our staff go above and beyond every single day to ensure our patients get the best possible care when they are with us.

“And for us that care is from every department including catering, patient co-ordination team, portering, volunteers and reception staff to orthopaedics, cardiac and cardiology in our wards and theatres.

“Communication and engagement with patients goes both ways and we need to show that we respond to feedback so that our patients, families and visitors feel that their comments and views are valued and that we will learn and improve services if any concerns are raised.

“Having an independent organisation validate our good response rate shows that we are an organisation that listens to and values everyone we interact with.”

Care Opinion is an organisation, independent of healthcare providers, which helps people share their experiences of health services with an aim of improving care.

Executive Director and Head of Care Opinion Scotland, Fraser Gilmore, said: “We are absolutely delighted to announce that NHS Golden Jubilee have one of the highest response rates in Scotland on Care Opinion.

“This really shows that staff value the feedback they receive from patients and their families, and how the services want to learn, change and develop for the benefit of all patients.”

If you would like to provide feedback on services at NHS Golden Jubilee, visit https://hospital.nhsgoldenjubilee.co.uk/general-information/feedback-and-suggestions

Or you can tell your story at www.careopinion.org.uk.

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