"Patient compliments"

About: Hairmyres Hospital / Ophthalmology

(as the patient),

I was delighted when I visited the new reception at Opthamology in Hairmyres. Staff introduced themselves which was good but I feel consistency across all staff could be improved.

I then tried to compliment the hospital on a much more patient friendly look but your website makes a lot more of complaints than compliments and I could not find an easy way to compliment you.

The introductory page only mentions complaints.

I wonder if it was easier to compliment, then more people would. Maybe an easy link on the home page?

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Response from Susan Friel, Chief of Nursing Services, Hairmyres Hospital, NHS Lanarkshire

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Dear Aq

Thank you for your really helpful feedback. I'm glad you had a good experience when you visited our re-vamped Ophthalmology department. We have been working hard to improve patients' experience when attending, and I'm glad you felt the difference. I'll make sure your comments are passed on to the team.

Thanks also for your comments about giving positive feedback and compliments. I'll share this with our patient information manager. You've obviously found one of the ways to give us feedback - both positive or negative, I.e. through this web site. We also have Patient Opinion leaflets available in clinical areas (including outpatient clinics), that you can fill in.

I hope this is helpful.



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Response from Rick Edwards, Patient Information & Experience Manager, Patient Affairs, NHS Lanarkshire

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Dear Aq,

Like Susan, I’m delighted you found a way of getting in touch to tell us about your experience. We have been working hard over the last year to let people know how they can share their healthcare experiences with us. We have introduced ward and department welcome boards that advise of the different ways you can get in touch, we have run an advertising campaign on public transport and we also reviewed and updated our website. We have a “Your Feedback” tab on the right hand side of the homepage and the prominent rolling banner has a link to Patient Opinion which is our preferred method for receiving online feedback, but you can also contact us via twitter or Facebook.

If you have any ideas on how we could improve this I’d be happy to hear from you. I’d also be interested to hear how you found out about Patient Opinion. If you’d like to get in touch you can contact me on Tel No: 01698 858373.

Kind regards

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