Feedback and suggestions

We strive to provide the highest possible standard of service, delivering person-centred, safe, effective care for every patient, taking into consideration all of your specific needs, circumstances and wishes.

This is only possible through continuous improvement and learning, based on your feedback.

There are a number of ways to tell us about your recent experience at NHS Golden Jubilee.

If you have a complaint, comment or suggestion, please get in touch by:

• Email feedback@gjnh.scot.nhs.uk
• Call our Clinical Governance Team on 0141 951 5951 
• Let us know about your experience via Care Opinion: www.careopinion.org.uk
• Post a comment or review on our social media channels:
•  Facebook.com/NHSGoldenJubilee
• X.com/JubileeHospital

In line with our organisational values, all comments left on our social media channels will be moderated to ensure all content is appropriate and civil.

We understand that at the time of raising concerns with us about care or treatment it can be emotional and you or a loved may be upset or distressed.

All individuals who contact us to complain or leave feedback are treated with dignity and respect. We ask that any comments you have are worded respectfully and do not contain foul or abusive language which may be cause upset or harm.

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.

We appreciate that it can be time consuming and sometimes inconvenient to submit a formal complaint.

We aim to make this process as easy to understand and straightforward as possible.

How the complaints process works

You can make your complaint in person, by phone, by email or in writing. We have a 2-stage complaints procedure.

We will always try to deal with your complaint quickly. But if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.

You will have the opportunity to talk over your concerns with our Feedback team, operational managers and staff and once an investigation is complete. You will receive a written response, detailing answers to any questions, as well as information on any findings we have learned, which may be incorporated into future care or treatment as a result of your comments.

Stage 1 - Early, local resolution: We will always try to resolve your complaint quickly, within 5 working days if we can. If you are dissatisfied with our response, you can ask us to consider your complaint at Stage 2.

Stage 2 – investigation: We will look at your complaint at this stage if you are dissatisfied with our response at Stage 1.

We also look at some complaints immediately at this stage, if it is clear that they are complex or need detailed investigation, we will acknowledge your complaint within 3 working days and give you our decision as soon as possible.

You will receive our decision no more than 20 working days unless there is a valid reason for needing more time, such as complexity of the issue.

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

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

The following documents provide information about the complaints procedure:

• NHS Scotland Complaints Handling Procedure

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)

Independent advice is also available from the following:

Lomond and Argyll advocacy advice
Citizens Advice Scotland