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SPSO works in partnership with NES to help staff deal with patient feedback, concerns and complaints

Friday, May 31, 2013

Today, the Scottish Public Services Ombudsman (SPSO) and NHS Education for Scotland (NES), the national body responsible for educating and training healthcare staff, launched an online educational resource for NHSScotland staff, including the independent contractors – GPs, dentists, pharmacists and optometrists and their staff – to deal with patient feedback, concerns and complaints. This resource will help support NHSScotland meet the requirements of the Patient Rights (Scotland) Act 2011.

These interactive learning modules raise awareness of topics such as the value of apology and of encouraging feedback from patients, their families and carers. They also provide staff with knowledge of the NHS complaints procedure. There is a real emphasis on the importance of frontline staff resolving problems to avoid escalation. There is also a focus on person-centred care, with people at the heart of all decisions in health and social care.

Alex Neil, Cabinet Secretary for Health and Well-being, welcomed the resource:

“The development and roll-out of these training modules is just one of the ways we are seeking to encourage our frontline staff to welcome, learn from and act on feedback and complaints about our NHS.

“We know that culture, not structure, will deliver and sustain improvements in the NHS services we provide. All NHS boards need to ensure that their own staff, and the staff employed by their health service providers have an opportunity to complete this easily accessible high quality training and to get involved in making our health service even better”.

NES Chief Executive, Malcolm Wright, added:

“We are delighted to launch these modules which will be available for all staff in NHSScotland. This training will support frontline staff to provide truly person centred-care by listening to and learning from feedback.”

The interactive modules have been designed to enhance the learning experience as well as provide practical guidance and resources to implement in the work place. See:

Jim Martin, Scottish Public Services Ombudsman said:

“We are very pleased to be involved in this project, which supports our aim of training and empowering frontline staff to value feedback and to deal with complaints simply, consistently, quickly and locally. The modules will support the NHS in Scotland by helping them to further develop a culture of valuing complaints that restores trust between patients and staff and uses feedback to improve services.”

All media enquiries to Gráinne Byrne, Communications Officer, or phone 0131 240 8849.

Updated: March 8, 2017