General information

Feedback and suggestions

Current COVID-19 Situation

Please note that due to the current unprecedented situation regarding Coronavirus (COVID-19) there will be a delay in responding to your concern.

If you have contacted us with a complaint or concern under the NHS Scotland Complaints Handling Procedure (CHP), it is important to be aware that these are handled and reviewed by operational managers and clinical staff who are currently working around the clock managing the current situation. Whilst we aim to respond to all feedback within the timescales outlined, there will be a delay given the current situation.

Our priority at the moment is supporting frontline activities.

Can we please encourage where possible the use of email as the main communication method. The restrictions we are currently operating under may mean that any letters received by the post may not be picked up or acknowledged. Please therefore contact us via feedback@gjnh.scot.nhs.uk

We ask for your patience and understanding during this challenging time and assure you that all enquiries will be processed. Please do not send multiple emails querying the status of your complaint/ concern, we take all feedback seriously and will get back to you when we can.

We thank you for your patience and support during this time.

Comments and suggestions

There are a number of ways to tell us your views about a recent experience at the Golden Jubilee National Hospital:

Email feedback@gjnh.scot.nhs.uk
Complete a paper feedback form and post it in the feedback mailboxes posted through the hospital.
Post a comment or review on Facebook at www.facebook.com/NHSGoldenJubilee
Send us a tweet or direct message on Twitter at www.Twitter.com/JubileeHospital
Let us know about your experience via Care Opinion: www.careopinion.org.uk
Post a comment on our website.

In line with our organisational values, all comments left on Care Opinion and our website and social media channels will be moderated to ensure all content is constructive, relevant and civil: no foul language, abusive content, harassment or bullying of any form will be tolerated.

Concerns

If you have a concern about any aspect of your care we would strongly encourage you to discuss this with a member of staff as often these issues can be quickly resolved.

We apologise if your care experience has not met your expectations we would welcome the opportunity to review this and use the learning to improve.

Complaints

If you would like to discuss your concerns further and/ or you would like to make a formal complaint, please contact us using the options below:

Email: feedback@gjnh.scot.nhs.uk
Call our Feedback and Legal Coordinator on 0141 951 5951
Write to us at: Patient Feedback, Freepost, Golden Jubilee National Hospital, Agamemnon Street, Clydebank, G81 4DY

The following documents provide information about the complaints procedure:

Scottish Public Services Ombudsman

To contact the Scottish Public Services Ombudsman (SPSO):

visit their website: www.spso.org.uk/contact-us
call Freephone 0800 377 7330
write to them at Freepost SPSO (you don’t need to use a stamp)

Other support

Independent advice is also available from the following:

Lomond and Argyll advocacy advice
Citizens Advice Scotland