Listening and Learning: how feedback, comments, concerns and complaints can improve NHS services in Scotland

Listening and Learning: how feedback, comments, concerns and complaints can improve NHS services in ScotlandThis report, Listening and Learning: how feedback, comments, concerns and complaints can improve NHS services in ScotlandPDF document, sets out findings and recommendations that are designed to help NHSScotland improve how it listens to what people say about their experiences of using healthcare services.

These findings have been informed by a review that sought to understand how well NHS Scotland listens to people, how it is learning from their experiences to improve services, and how well supported people are to provide feedback in a meaningful way.

The review gathered views from patients and the public, included visits to all 21 of Scotland's NHS Boards and involved conversations with a number of key national bodies.

Through this report we have identified strengths, achievements and good practice from across the country that can be used to drive improvement in the quality and experience of care across Scotland.

We will continue to work with NHS Boards and national bodies with an interest in the recommendations in this report to help improve how NHSScotland responds to feedback, comments, concerns and complaints. This will include sharing examples of good practice which were identified as part of the review.

(April 2014)