Patients are now able to share their experience of using Scotland’s health services online. They can be part of Patient Opinion following a £160,000 roll out across health boards including the Scottish Ambulance Service (SAS).
Patient Opinion provides a confidential way for patients to share their healthcare experiences, good or bad, online. Comments are then passed to relevant staff who can respond or use the feedback to help change services.
The Scottish Ambulance Service participated in an initial pilot of Patient Opinion and have already used patient feedback to help shape improvements to the Patient Transport Service. This involved enhancing the response to patients with mental health care needs and highlighting positive feedback with staff across the service to share and learn from best practice examples.
Health Secretary Alex Neil said:
“We want to hear patient’s stories first hand in their own words, whether it’s good or bad, because it helps us to make our health services better.
“Now patients, carers and their families will be able to let health boards know, openly and publically, how a service was for them and where it can improve. And if our health professionals are doing a great job we want them to know about it.
“The best thing is, staff will receive this feedback in real-time rather than having to wait months for the results of our traditional paper surveys.
“Many of these stories can be inspirational and where our health professionals are doing a great job we want them to know about it.
“I hope it will be a more accessible way for patients and families to give their views, and will add to the tools that NHS boards already have in place to get feedback from patients.
“Every organisation takes feedback from customers very seriously and the NHS should be no different. The NHS belongs to everyone and they should have a say in how its run and what they want.”