Continuing the conversation

We are excited to share this article written specifically for the Annual Review of stories told about NHS Scotland services in 2023-2024. It explores the interactions between patients/service users and services, focusing on how responses from the services prompt further interactions from the author, thereby creating an open dialogue visible to the public.

Care Opinion empowers individuals to voice their stories while facilitating meaningful conversations between them and health & social care services. Remarkably, in the financial year 2023-2024, 9,405 members of the public shared their stories on Care Opinion and these stories were responded 11,687 times by health and social care staff from around the country.

Having so many responses to stories shared by the public is testament to healthcare services in Scotland’s commitment to active listening and engagement. It encourages more members of the public to share their experiences, knowing their voices will be heard and valued.

Particularly noteworthy is that these numerous responses from healthcare staff sometimes prompts further engagement from story authors. Many patients, service users and their families, upon receiving responses from services to their original stories, have felt compelled to continue the conversation. This level of interaction highlights the importance of feedback, gratitude, and ongoing communication in enhancing patient care.

From these continuing conversations, several key themes emerged, which we have explored below.

Gratitude and Appreciation

Authors often express renewed gratitude and appreciation for the care they received. Their follow-up responses frequently include heartfelt thanks and acknowledgment of the continued support from healthcare staff.

• "Many thanks and once again thanks for all the amazing care and support." 
• “Thank you for your response and again I couldn't thank the team enough for the treatment I received and almost two weeks down the line now the wound is healing really nicely and when I had the dressing removed the nurse was amazed with how much the wound had healed and how good the cut was done very good work.” 

Recognition of Individual Staff Members

Specific staff members are often mentioned by name in these follow-up messages, with authors recognising their exceptional service and kindness once more.

• "Thank you we’d appreciate Lauren receiving the thanks she hugely deserves as we’ve been able to thank the team and nurses but not her personally. It was the first time our son had been away from us for a night and she was so understanding and caring of him." 
• “Many thanks for your kind words, I remember that the two staff were Evonne and Leanne, if you can pass on my thanks.” 
• “Could you also tell the nurses involved in my dad's care that we appreciate all they did for him. In particular, Erin, who was particularly good.” 

Importance of Feedback

The value of giving and receiving feedback is highlighted, with authors acknowledging how this exchange motivates staff and enhances services.

• "I’m just happy that I had the opportunity to provide feedback because it’s rare to be able to do so and my father has had numerous positive experiences within the NHS." 
• “I think positive comments are as important as negative ones and very often missed.” 
• “Thank you for acknowledging my story. I know the importance of sharing feedback especially when the team are so driven to help in recovery.” 

Emphasis on Compassion and Kindness

Compassion and kindness from healthcare staff are significant contributors to positive experiences, often reiterated in follow-up feedback.

• “Jenni, all the staff do a wonderful job and even make me a cup of tea when I am visiting as my wife is still in hospital. She was in the emergency care unit for a couple of days and the staff were wonderful. She is now in ward 4 and I got a cup of tea again from a lovely young male nurse last night before visiting finishes at 8pm.”
• "Thank you so much Daisy, honestly the care, dignity and respect I received was incredible." 
• “Kevin please do thank the staff for me. Their care and kindness was amazing and I can't praise them highly enough.” 

Empowering Voices and the role of Care Opinion

The visibility of praise and the dedicated space for sharing feedback are also highlighted within responses.

• “I have for a very long time, wanted to be able to let it be known to those in charge how grateful and impressed I have always been with all the care and treatment I have ever received from all those I have come across within this wonderful NHS, and even those I am yet to meet. I have always made a point of making my gratitude known directly to those who have administered their care. However, I have also felt it very important to me that those with whom I am not in direct contact know what a great job their employees are doing. Mostly, and most recently, under extremely trying circumstances. I am so happy I now have this platform. Give credit where credit is due. I always hope this allows for confidence boosting and the knowledge that they do make such a positive difference even if a lot of times they may feel they don’t. Keep up the amazing work.” 
• “Thank you so much for your kind words, Jennifer and best wishes, much appreciated. I thought that my review would just be sent to a general address, registered, and then get lost in the ether to be honest. I am so glad that the staff who made my consultation that day so positive will know how much it was appreciated.” 
• “I’m just happy that I had the opportunity to provide feedback because it’s rare to be able to do so and my father has had numerous positive experiences within the NHS. I am pleased to hear that Nicola will receive our feedback. Thank you again!” 
• "The use of a platform such as Care Opinion is only useful if the comments are taken on board and shared with the appropriate staff. All too often, the staff only hear about criticism and complaints, and I sincerely hope that the team in Ward 15 are aware that their kindness and commitment to their patients is recognised.” 

Desire for Continued Improvement

Some responses include constructive suggestions for further improvements in care or facilities, showing a commitment to ongoing dialogue and enhancement of services.

• "The discussion I had in response to my post was helpful and much appreciated. I hope that practice can be improved for the future as a result." 
• “Thank you, Lise, I think the lack of pain is down to the gel anaesthetic rather than the paracetamol, and it certainly makes a big difference. The staff were great and offered a pad and wipes etc. I think the next big thing which could be improved is the toilet/changing facilities.” 

Specific Instances of Care and Updates

Authors share detailed accounts of specific instances where staff went above and beyond in their care, often updating their original stories with new experiences of care.

• "I totally forgot to mention another amazing midwife from the Peterhead team who was with me throughout my pregnancy even though she wasn’t able to be there at the birth.Iris was my community midwife for pregnancy appointments and was always so reassuring and caring. She listened to me and helped me make informed choices about pregnancy, labour, birth and beyond! It was always a joy to see her. She made time to see me when I had a stressful situation during pregnancy. I so appreciated her care and reassurance at that time especially. Thank you Iris!" 

Alleviating Others Fears

Responses often express relief and reassurance hoping to alleviate fears for others.

• “Thank you for your comments and I did hope to allay any fears someone may have. My treatment was wonderful.” 

Emotional Impact

The emotional support and reassurance provided by staff are highlighted as crucial elements of care, often emphasised in follow-up messages.

• “Thank you for responding. Greatly appreciated indeed. Please do pass on our kind comments to Dr. Robertson & Shona. They were both very professional, kind, caring & understanding throughout and deserve to be told.😃”
• “Many thanks for your response and I am recovering well. Ms Thornton my colorectal surgeon actually telephoned me on a Saturday ten days after my procedure to give me results and ask how I was. This is care above and beyond.” 
• “Thank you both, I am recovering well and able to move around, I have a new view on life after nearly losing mine and my husband and children thank you all. Again, all the staff were amazing and very caring with my situation which makes it so much easier.”

Impact on Family

Several responses describe the impact of care not just on the patient but also on their families, emphasising the importance of empathy and support during difficult times.

• “My daughter also found staff to be compassionate and empathetic when she was fearing the worst.” 
• “We are forever grateful for everything they did for our family.” 
• “I am very grateful this has been shared to give you all the recognition you deserve for such a wonderful service to families, My son is doing so well in school and I'm forever grateful in being supported in his transition to primary 1 with such care and compassion, this has positively impacted his early learning years journey and set a wonderful foundation for him to continue to grow and face his challenges understood and supported and what more could we ask for our children than that. So we share our story to you with great gratitude and appreciation and may you all get the recognition you so greatly deserve.” 

Team Acknowledgment

Many responses highlight the importance of teamwork, with authors thanking entire teams or departments for their collective efforts.

• "You have a team to be rightly proud of, as far as I am concerned. Keep up the good work..." 
• “Thank you it would be good for the entire team to know the difference they make to peoples lives. I am recovering at home well. My mum is still facing a lengthy stay in Ward 2 at Ninewells which has been made possible by the input from Ward 4 staff. Thank you all again!” 
• “I'm happy for you too let the team know how well that they done. I think positive feedback is aways a morale booster.” 
• “Thank you Bob and all the team once again! I never felt just like a case number - always someone who was cared about. I wish I could remember the names of every single one but I would like to say each and every one are doing an amazing job so keep it up 👌” 
• “I can honestly say your teams are amazing and they deserve the recognition for it. I am really grateful that you will share this with the teams and individuals involved.” 

Unexpected and Personalised Responses

Authors often express surprise and gratitude for personalised responses from staff, which were not always expected and are highly appreciated.

• “Thanks Lee-Anne for your response I didn't expect one and if it was I just thought it would be a generic response."
• “Thank you all. Its also nice to have a response as I wasn't expecting it. You have excellent staff in the department, and it was Aileen and Karen (I think) that I was seeing, but I can't remember the lady I saw the first week, but she was also there on my last visit.” 
• “Thank you, Nikki, for your lovely response, it made me smile to see it and thanks for taking the time.” 
• “Oh thanks for the lovely reply. Would gladly come back again - best hospital I have been at! Send my gratitude to the staff as well.” 
• “I would like to thank you for your response and I hope you have everything you have ever wished for.” 
• “I very much appreciate your response and very happy that my thanks will be passed on to all members of staff.” 
• “Thank you for responding. I can only give high praise to all the staff for the care that they deliver on a daily basis. I hope they all enjoy the festive season and Santa visits the ward.” 

The engagement and conversations seen on Care Opinion demonstrate a shared commitment to improving healthcare experiences for everyone. Through these genuine exchanges of stories and responses, healthcare professionals and the public, alike, show their dedication to understanding and enhancing care practices. 

If you are interested in reading the full Annual Review of stories told on Care Opinion about NHS Scotland services in 2023-24, you can find the report in our blog.