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Children’s Services is always happy to receive feedback about the experience of children, young people and their families, including compliments, enquiries, comments, concerns, suggestions and complaints. There are a few different ways for families to give us feedback.
Speak to your child’s ward or service
You can speak directly to the staff or service involved in the care of your child – although we understand that families may not always want to do this at the time of treatment. However, our nursing and medical teams will always be happy to speak with families to address a concern or pass on a compliment. A good place to start might be the nurse in charge of your child’s care, or the department you are dealing with. Family Support can also help families by acting as an advocate and can be found on the ground floor of the RHCYP.
Patient Experience Team
You can also contact the Patient Experience Team (PET) at NHS Lothian, which acts as a central point for receiving feedback and aims to improve the patient experience through surveys and stories. You can contact them by post, telephone or e-mail at:
Patient Experience TeamNHS Lothian
2-4 Waterloo Place
Edinburgh
EH1 3EGT: 0131 536 3370 (open Mon-Fri, 09:00-16:00)
E: feedback@nhslothian.scot.nhs.uk
We welcome feedback and suggestions from our young patients, as well as their parents and carers.
Online feedback
You can also send feedback directly to the PET via an online feedback form or if you prefer, download a template which can help to structure your feedback so that you include relevant details and information. If you would like a printed version of the form, or indeed any other forms or booklets mentioned on our webpage, please contact the PET who will send one to you. Find out more about the Patient Experience team here
Our commitment to you
NHS Lothian is committed to providing quality care to patients and their families, and by giving feedback, you can help us understand what we are doing well and the areas where we need to improve. Your feedback is therefore very valuable to us. In fact, it’s your right to give feedback:
‘You have the right to give feedback, make comments, or raise concerns or complaints about the health care you receive.’
(The Charter of Patient Rights and Responsibilities 2012)
NHS Lothian has developed a set of values with the aim to benefit everyone that NHS Lothian serves, including children and young people. These values are:
- Quality
- Dignity and respect
- Care and compassion
- Openness, honesty and responsibility
- Teamwork
Through staff behaviours and attitudes, we strive to bring these values into everyday reality to ultimately provide the best care and services possible. In order to ensure we are doing just that, we are keen to hear your feedback about your experience and the care your child and family received.
