Increase in positive feedback about Scottish NHS

Record level of people sharing their experience via Care Opinion.

The number of people using online feedback website Care Opinion to share their experiences of the health service has reached a record high, with positive feedback increasing by 25%

Since March 2015 there has been a cumulative rise of 345% in the number of stories shared on Care Opinion, which provides people with the opportunity to thank staff and highlight what was good and what could be improved about the health service.

In 2018 a total of 3,529 stories were shared on the website, with positive feedback from the public increasing from 47% in 2015 to 72% in 2018. To date almost 200 changes have been planned or made across health services because of stories shared.

Health Secretary Jeane Freeman said:

"Our health and care services do a great job. Care Opinion plays a key role helping patients tell us that our hard working staff are providing high levels of care, which focuses on good communication and a personalised approach.

"There are now 15 health boards signed up to Care Opinion and they are embracing it as a way to listen to the views of patients and families. The fact that feedback makes its way back to the staff and can result in change is one of the reasons why more people are engaging with the service than ever before.

"We're determined to go further and to keep learning from feedback from patients and their families so we can keep improving our services and provide the high level of care patients expect."

Gina Alexander, Director of Care Opinion Scotland, said:

"We are delighted that Care Opinion continues to be used by people to share all kinds of stories about their experience of health and social care in Scotland and that these are being responded to more quickly than ever. 

"Looking ahead we would really like to see how more of these stories are having an impact: helping to encourage staff and improve services."


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