Feedback received in 2023/24
Compliments
As noted in the overview, there were 355 compliments logged. This is an 24% increase on previous year figures for 2022/2023. The wards and staff members continuously receive thank you cards, letters and messages, along with general complimentary feedback on a daily basis, which is not formally logged. Orthopaedics and Cardiac Services received the highest number of compliments; this has been consistent for orthopaedics. Some examples of compliments received:
- Patient is absolutely delighted with their Right knee and says it has been “life changing”.
- CT scan was a very nice experience. Staff were helpful, friendly and lovely. Radiographer so caring and attentive.
- Patient wishes to thank Endoscopy for their for their kindness,respect and utter professionalism.
- Patient wishes to thank all staff - Consultants to Domestic staff for all their care during Thoracic Surgery.
- Deceased patient’s daughter wishes to thank staff for the care and compassion her mother received prior to her death as this was amazing and the Scottish Pulmonary Vascular Unit (SPVU) team will live in her heart forever.
Care Opinion
Care Opinion allows the public to provide feedback via an anonymous online approach. When a story is added staff are alerted to allow them to review and respond accordingly. During the period of 2023/2024 there were 50 Care Opinions stories, which is a 47% increase since 2022/2023, where 34 were received. The majority, similar to previous years were positive with 46 compliments. There were 2 concerns and one query. One was progressed via the stage 2 CHP.
Concerns
In 2023/2024, 56 concerns were received, this is a 16% decrease on the previous year 2022/23. The chart below summarises the top 5 concern categories in 2023/2024. Waiting list and clinical treatment were the top 2 categories. Waiting times was also in the top 2 categories for concern in the previous year, 2022/2023. Additionally, further concerns included communication received (7 concerns), cancellation of surgery / procedure and transport received making up 4 of the concerns.
Digital communications – feedback and engagement
The Marketing and Communications Team monitor and respond to all comments, questions and reviews received via our corporate social media channels as well as emails sent to the Comms and Comms Enquiries mailboxes. The Team manage 21 digital platforms including websites and social media accounts such as X (formerly Twitter), Facebook, LinkedIn, Instagram, and YouTube.
| Feedback and engagement | ||||
|---|---|---|---|---|
| Combined KPIs | Target 2023/2024 | Full Year 2022/2023 | Full Year 2023/2024 | Change |
| Positive engagement score: a unique reputation score by collating all interactions, reviews and feedback from social media, emails and media coverage. |
≥ 95% | 99.87% | 99.93% ▲ | ▲ 0.06pp |
|
Social posts |
n/a ≥ 2.4% increase ≥ 2% |
2,763 31,625 6,429,022 6.77% |
3,664 37,891 7,193,169 6.18% |
▲ 32.6% ▲19.8pp ▲11.9% ▼0.6pp |
| Films Film views |
n/a increase |
131 305,482 |
161 444,117 |
▲22.9% ▲45.4% |
| Web visitors | increase | 338,764 | 503,362 | ▲48.6% |
The Marketing and Communications Team are working with our patients on our patient information and how we will provide information in a format of their choice that is clear, concise, accessible and easy to understand. We have significantly increased our output of film production over the past 12 months. We have produced 22.9% more videos to support the organisation than in 2022/2023, with an accompanying 45.4% increase in views (up from 305,482 to 444,117.). There has been a continued rise in views of our patient information and experience videos, which continue to be extremely popular and beneficial across our channels. This has played a significant role in our Youtube channel hitting the incredible landmark of 1 million views, a figure more than double that of some significantly larger NHS Scotland Boards. For further information see the Marketing and Communications Annual Report 2023/24.
