Get Involved: Feedback

We welcome your feedback about our services, so please click here to let us know what you think.

Hearing from the perspective of patients and their family/carers is important to us. It helps us learn and understand about your care experiences – and helps us to evaluate and improve on the services we provide.  We want to hear from you about:

  • whether you experienced excellent care and how you found our services
  • whether you had an unsatisfactory experience and if so, why?
  • if you have any suggestions which you feel would improve our services.

The feedback you give can be anonymous. We will not ask for any personal information unless you choose to give it to us.

Please be assured that the information you provide will have any personal details removed. Your name will also not be recorded and all information will be handled and stored in accordance with the General Data Protection Regulation.

Your feedback will then be shared with senior managers who will review what we are doing well and how this can be replicated across NHS Western Isles, whilst taking action to address any issues raised.

If you choose to provide us with your contact details and indicate you would like us to contact you, we will do so by your preferred contact method.

Our aim is to put your needs first. Please help us improve by taking a minute to give us your feedback. Whatever your experience – whether it was great, as you expected, or left room for improvement, we want to hear from you.  Your stories can help make our services better.

For example:

  • If you're in hospital or have been recently, you may want to tell us what you think about the care and treatment you received, or about the food, the ward, your care or any staff that you feel have gone above and beyond.
  • You may want to tell us about something we've done well.
  • You may be concerned about an element of your care e.g. the care and treatment offered, visiting arrangements, access, information provided or parking.

On occasion NHS Western Isles conducts Patient Satisfaction Surveys and you may be asked to participate in one of these by your Health Care Practitioner.

Please be assured that the feedback you give will not affect the current or future care/treatment you or your family receives in any way.

In addition, we also value your views and encourage you to take part in public consultation being held on strategies, policies and service redesign we are developing. To do this, please click here.

You can provide feedback by:

Examples of feedback on NHS Western Isles care/services to Care Opinion can be found below:

You can also share your story at: www.careopinion.org.uk or tel. 0800 122 31 35 or via one of the following methods…

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Care Opinion

The Care Opinion website www.careopinion.org.uk helps us gather real-time feedback.

Whether you are a patient, service user, carer or family member your stories are passed on to the right person at NHS Western Isles so that we can learn from it and make changes.

 

Patient Stories

Do you have a story to tell?

Have you had a really good or bad experience with NHS Western Isles?

If you have had an experience you would like to talk about we would certainly like to listen to what you have to say – this is not a complaints procedure but an attempt to find out where we can improve our service to you.

When we design services we do our best to consider the impact of our procedures on the people who are receiving them – indeed, we try to include public/patient representatives to help us to see things from the user’s point of view.

By talking through your particular healthcare journey you may cast some light in corners we didn’t even know existed. It would involve chatting about your experience in general then recording your own story in your own words.

How would we use it? We might use the recording directly in staff meetings and briefings or perhaps use transcripts to inform the discussions of committees and design groups.

NHS Western Isles has a range of patient stories.  To view these please click here.

If you would like further information please contact:

Patient Focus Public Involvement Team
Clinical Governance
NHS Western Isles
37 South Beach
Stornoway
Isle of Lewis HS1 2BB

Tel. 01851 708069
Email: wi.PFPI@nhs.scot

Patient Panel

NHS Western Isles continues to host its Patient Panel meetings; although at this time meetings are being held virtually.

Over the past 18 months the Patient Panel has brought together a voluntary group of people who are patients or have been patients in the past, or who are carers of patients. The Patient Panel has grown and now covers the whole of the Western Isles with patients and carers having the ability to join the meeting and discuss matters of interest and issues across all of our geographic communities.

The Patient Panel has been actively involved in providing feedback to NHS Western Isles on the remobilisation of health services following the Coronavirus lockdown and has been able to speak directly to members of the Board and relay their experiences of care during these times and hear about the resumption of services and how these are being delivered.

Patient Panel members are able to discuss matters relating to both satisfaction and concerns with service provision, to ensure the patient voice is heard. Patient Panel members promote patient and public partnership, providing the patient perspective on issues of discussion both within the Panel and in wider NHS groups on which Panel members serve.

If you are interested in being involved in providing feedback on local healthcare services, why not find out more about the Patient Panel?

For information on how to link into the Patient Panel meeting contact the Patient Focus Public Involvement team, on 01851 708069 or email: wi.PFPI@nhs.scot

 

National Surveys

The Scottish Care Experience Survey Programme is a suite of national surveys which aim to provide local and national information on the quality of health and care services from the perspective of those using them. The surveys allow local health and care providers to compare with other areas of Scotland and to track progress in improving the experiences of people using their services.

The survey programme supports the three quality ambitions of the 2020 Vision – Safe, Effective and Person-centred – by providing a basis for the measurement of quality as experienced by service users across Scotland. In particular, the surveys support the person-centred quality ambition which is focused on putting people at the centre of care; ensuring that care is responsive to individual personal preferences, needs and values; and assuming that individual values guide all care decisions.

The survey programme currently consists of four surveys:

Results can be found by clicking on the link below:

https://www2.gov.scot/Topics/Statistics/Browse/Health/careexperience

Feedback Friday

Feedback Friday is a brief monthly overview on feedback received by NHS Western Isles – from patients, carers, general public and staff alike.  Comments are taken from service and staff feedback, COVID-19 Vaccination Clinics, close contact testing, and Chief Executive Updates.

2021