by Gina
20. January 2012 17:11
I have just personally reviewed every opinion posted about NHS Highland on the Patient Opinion website. And when I say personally, I mean personally! Patient Opinion is one new approach we are taking to encourage patients to feed back. It forms part of our overall approach to capturing patient experience. At a time when resouces are tighter than ever some may be tempted to reduce the time they spend on the so called "softer" elements of patient care. But in my view it's more important than ever that we listen to our patients.
I am delighted that staff are taking it so seriously. In response to one of our recent stories a Head of Service commented, "Thanks for sharing this with me too. It's always good to get feedback and it helps us to make improvements that make a difference to patients. it was great to see lots of staff being appreciated not just the Consultant!"
A patient who raised an issue on Patient Opinion about prescriptions alerted us to a problem that we have now fixed. And having carried out a wider review we have been able to bring about improvements across Highland.
Ultimately we want to get to a position where giving and receiving feedback is as natural as saying please and thank you.
Online tools like Patient Opinion will help us to listen, respond and improve. I commend it to you.
Elaine Mead, Chief Executive, NHS Highland
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