4 October 2017
NHS Borders champions the use of Care Opinion, which allows patients and families to give direct feedback to our staff and services. Within a few months, over 130 stories have been shared, which is fantastic.
These stories, some personal, some practical, often heartfelt, have had a personal reply from staff to each and every one.
This tells us that the vast majority of patients and their families are satisfied with their care and would recommend NHS Borders. Our staff have been so pleased to see this appreciation. From the family man who was given 'exceptional' care and shown incredible 'kindness and thoughtfulness' whilst receiving care in Kelso Community Hospital, to the new mother who had a caesarean and nursed her four week premature baby in the Special Care Baby Unit.
Patient feedback highlights where we do well and how we can do better. It helps us put new practices in place and improve services. For example a simple change, such as our Infection Control Team implementing more regular spot checks on our hand gel dispensers to ensure they are working properly across the organisation.
Dr Cliff Sharp, our Medical Director, said: "We try to deliver the best possible care to every patient, every time. Care Opinion is one of the ways in which patients can share their experiences and provide feedback on our services. It is really useful to have a simple, anonymous way to encourage patients and their families to tell us what they think, and help make changes."
Claire Pearce, our Director of Nursing, Midwifery & Acute Services, said: "I have spoken with many staff who tell me that they think that this is terrific. My programme of Back to Basics, the aim of which is to refocus clinical teams on delivering excellence in care for every patient every time, is seriously influenced by this kind of feedback. Direct comments, direct action, what's not to be encouraged by? Give us your feedback at www.careopinion.org.uk."