Welcome to NHS Greater Glasgow and Clyde’s (NHSGGC) Engagement and Consultation page. Here you can view the engagement that has helped shape services and strategy across the Board. We’re committed to informing and involving you whenever we make changes, below are a number of ways you can be involved in this. This includes our current engagement opportunities as well as past projects that highlight how feedback supports services.
Ongoing Engagement
Mental Health Services Engagement
Services to help people with their mental health are being redesigned to enable us to respond and better support people experiencing mental illness. Click the button below to share your experience of Mental Health services in NHSGGC.
If you are interested in opening a New Pharmacy in the community, please familiarise yourself with the current Regulations and associated documents using the button found below.
Building on work during 2022/23 the PEPI Team supported maternity services to carry out further enga…
Medicine Waste – Scottish Practice, Pharmacy and Prescribing Advisers Conference
Congratulations to NHSGGC Pharmacy Services, West Dunbartonshire HSCP Primary Care Pharmacy Team and the Patient Experience Public Involvement Team who were recognised as first prize winners at the Scottish Practice, Pharmacy and Prescribing Advisers Conference on the 22nd November 2024. Their research into public behaviours and solutions regarding overprescribing, the supply of medicines, and waste management has been invaluable and has helped inform a board-wide communication campaign. Lead author of the poster and Lead Pharmacist for Primary Care Anne Thomson (not pictured) said ‘we were delighted that over 1250 people took time to respond to our survey and share their feedback, experiences and ideas for change. This has given us valuable insight into what we can all do to improve how medicines are managed and reduce unnecessary medicines overprescribing and waste’.
NHSGGC also scooped the second poster prize for an innovative programme of education sessions delivered by pharmacy technicians for COPD patients; congratulations to NHSGGC Pharmacy Services, Glasgow City HSCP (South) and the West of Scotland Innovation Hub.
Julieanne Lock, Advanced Pharmacist, Primary Care with the winning poster
Video of Laura Patterson, Project Midwife for ‘Best Start Initiative’
Laura Patterson, Project Midwife, tells us about the ‘Best Start Initiative’, highlighting how engagement with service users and the public has helped shape the NHS Greater Glasgow and Clyde Maternity and Neonatal Strategy.
Thank you Laura for showcasing this project within the wider Maternity Services.
Development of the Princess Royal Maternity Alongside Midwife Unit
Video of Nicola O’Brien, Project Midwife for the ‘Best Start Initiative’
Nicola, Project Midwife, tells us about the engagement that has gone into the development of the PRM AMU, as well as the engagement behind the Birthing Suites within the unit.
Thank you to Nicola for showing how service user engagement has helped shape Maternity services within NHS Greater Glasgow and Clyde
If you’ve used any of our services and would like to share your personal experience, you can do so on Care Opinion.
Involving People Network
We frequently send out updates on major news stories we have shared with the media and across our social media channels via our Involving People Network (IPN).
You can become a part of this growing network by signing up here to make sure you’re fully informed of the work going on across your board.
Please note, as part of the General Data Protection Regulation (GDPR) we will not pass your personal details onto any third parties.
We design and deliver services by listening to the people receiving our care. Your views and experiences inform both the way we work and the quality of that work.
We offer you a number of ways to have your say, from one-off surveys, to longer term participation in networks. This allows us to hear from a range of voices, gather new ideas and learn about what’s important to you.
Your feedback helps us build on what works well and improve what could be better.
We encourage sharing feedback with staff delivering care, but offer various other ways for you to tell your story. It’s important to us that you can share your feedback about NHSGGC at a time and place you feel comfortable.
Care Opinion
You can provide anonymous feedback, about any of our services, using the Care Opinion form or calling 0800 122 3135.
Your feedback will be shared with our services and you will receive a response on Care Opinion.
You can share your feedback about NHSGGC through our online feedback form. You won’t receive a response to your feedback; however, your comments will help drive change and improvement.
As with the above feedback options the following ways to share your story are not able to help with clinical issues or appointments directly, and you should always reach out to your Doctor, Nurse or other Health Professional in the first instance. You can find contact information for clinical issues or appointments by calling the hospital switchboard.
Other methods for patients, relatives, carers and their loved ones to tell their story:
Keep up to date with the very latest developments in NHS services in Greater Glasgow and Clyde.
Every Thursday we send out an update on the major news stories we have shared with the media and across our social media channels.
Over 50,000 local residents are already enjoying this direct means of contact. You can become a part of this growing network by signing up here to make sure you’re fully informed of the work going on across your board.
We won’t pass your details on to any third parties and we won’t bombard your email in box either. You’ll receive a clear and concise email once a week.
You can also provide feedback about our care through Care Opinion. This provides an anonymous way to share your story with staff and other patients. Find more ways to share your experience in our feedback section here.
Everyday Healthcare, advice and emergencies
If you need healthcare or advice, or have a medical emergency, go to our Right Care, Right Place page.
Appointments
To change, cancel or get further information regarding an appointment please telephone the number on your appointment letter. If you have lost the letter please call the hospital switchboard and ask for the department or clinic you need.
Dental Treatment
Visit our Dental info page under our Know Who To Turn to section.
Feedback and Complaints
Visit our Dental info page under our Know Who To Turn to section.
We want to know how you experience our services. By getting your feedback we can build upon what works well and we can improve what could be better.
Feedback, please use Have Your Say whether you are a patient, carer, or other service user. Your comments will go directly to the appropriate front line service providers.
If you don’t want to use Care Opinion, you can share your healthcare experience using our patient feedback form.
It is important to note that unlike Care Opinionyou will not receive a response to feedback shared. However, your comments will be shared with teams and used to drive change and improvements.
Answers to other frequently asked questions are given here. Topics include health rights, finding your way, accessing services, information about the Board and making a charitable donation.
We’re committed to providing high quality, person-centred care and treatment that’s both safe and effective. However, we understand that there are times when things go wrong. If something goes wrong, or you’re dissatisfied with what we have or haven’t done, tell us and we’ll do our best to put things right. If we can’t resolve matters in the way you want, we’ll explain why it’s not possible to do as you suggest.
It’s understandable that you might be upset or distressed when formally raising concerns about you or your loved one’s care. As a result of this, our Complaints Department will treat you with respect and dignity throughout this emotional time. It’s expected you show the same courtesy to them.
Service update
Please be assured that all feedback is still being dealt with, although it may take us longer than usual to get back to you. Staff are focusing on the safety and wellbeing of our patients.
Stage 1 complaints (Early Resolution)
We aim to respond to Stage 1 complaints in 5 working days however it may take us up to 10 working days to respond. If we need longer than 5 working days, we will tell you the reasons for the delay, and when you can expect your response.
Stage 2 complaints (Investigation)
Stage 2 complaints are normally responded to within 20 working days. If we need longer than 20 working days to respond, we will tell you the reasons for the delay and update you on progress at least once every 20 working days.
NHS Greater Glasgow and Clyde assures you that the issues you raise will be robustly investigated and responded to.
We apologise for the inconvenience of delays and thank you for your understanding at this challenging time.
How to make a complaint
Our complaints process is a key part of how we use your experiences and patient feedback to improve our care. If you wish to make a complaint, get in touch using the relevant contact details below.
Complain while you or your loved one receive care
If you’re unhappy with you or your loved one’s treatment, speak to the person or team in charge. This could be, for example, the nurse in charge of a ward, or the practice manager at a GP surgery.
We usually ask you to put your complaint in writing to ensure the terms of the complaint are clear. We can help you to write your complaint, and offer advice about where to get independent help with making a complaint.
Complain about a hospital service
For complaints about all acute hospital services across Glasgow and Clyde, you can:
Complaints Department North East Sector Offices, Stobhill Hospital 300 Balgrayhill Road Glasgow G21 3UR
Call: 0141 201 4500
Complain about the NHS Board
For complaints about the NHS Board’s functions, you can write to us at:
Complaints Department North East Sector Offices, Stobhill Hospital 300 Balgrayhill Road Glasgow G21 3UR
Complain about Health and Social Care Partnerships
The Health and Social Care Partnerships (HSCPs) deliver adult social care services. They also provide all community health services for adults and children in their area.
For complaints about HSCP services, which aren’t managed by hospitals, please contact:
West Dunbartonshire Health & Social Care Partnership HQ, Council Offices, Garshake Road, Dumbarton, G82 3PU
Call: 01389 776833
Complain about a GP Practice, Dental Surgery, NHS Optician’s practice or Community Pharmacy
Complaints about GP Surgeries, dental surgeries, NHS opticians’ practices and community pharmacies have to be made directly to the services. They are independent contractors which means they have their own complaints system in place.
For further advice on how to complain about these services, use the contact details below.
You can get in touch with PASS through their online contact form, calling 0800 917 2127 to reach the PASS advice line open Monday to Friday, 9.00am – 5.00pm.
Please note the PASS website now also has a chatbot available twenty-four hours a day, seven days a week.
PASS will help you:
Make complaints about healthcare experiences
Share your feedback or comments
Access your medical and clinical records
Understand your rights as a patient.
For more information about this service and details on where to find your local bureau:
This guide provides information about our complaints procedure and how to make a complaint. It also tells you about what you can expect from us when we’re dealing with your complaint.
If you, or someone you know would like a copy of our Complaints Factsheet in another language or format, please call us on 0141 201 4915.
Scottish Public Services Ombudsman (SPSO)
The Scottish Public Services Ombudsman (SPSO) is the final stage for considering complaints about public sector services in Scotland. On completion of a stage 2 complaint investigation, you’ve the option of contacting the SPSO to consider your complaint further if you’re unhappy with the outcome. The SPSO will assess whether the treatment provided was reasonable in the circumstances at the time.
If you take your complaint to the SPSO, they don’t normally investigate events you’ve known about, or became aware of, more than 12 months before complaining.
SPSO Bridgeside House 99 McDonald Road Edinburgh EH7 4NS
If you require a freepost envelope please contact the freephone number above or use the SPSO contact form.
Child Friendly Complaints
When a child under the age of 18 makes a complaint, or an adult does so on their behalf, we are developing processes to handle complaints in a manner that respects and promotes children’s rights, in support of the Scottish Public Service Ombudsman’s Child Friendly Principles and Child Friendly Procedure Guidance.
Child Friendly Complaints are in accordance with the United Nation Convention on the Rights of Children (UNCRC) (Incorporation) (Scotland) Act 2024.This is to allow children the chance to express their views, feelings and wishes in all matters that affect them via the complaint process.
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