Patient/Carer Feedback Service

NHS NSS is acting on behalf of the Scottish Government’s Healthcare Quality and Improvement Division in procuring the appropriate technology and services to create a Patient/Carer feedback website for NHS Scotland using the Open procurement process. The Scottish Government supports a culture of learning, openness and transparency in NHS Scotland that welcomes feedback, both positive and negative, from people using services and then uses that feedback to drive and inform improvement. The requirement is for a website that enables people to post their experiences of receiving health and care services publicly online. Although anonymous, the site should record where the person is based (by postcode) and what service they are offering feedback about. The feedback will then be sent by the Service Provider to the appropriate healthcare service manager or clinician for a response or responses, which will be published online alongside the original post. The system will enable any resulting dialogue to be published online in order to share learning and facilitate improvement. The service provider will be expected to provide training and support to organisations, throughout the contract, to encourage best use of feedback in improving services. The service will be available to all fourteen NHS Territorial Boards and certain National Boards and agencies in Scotland. This will be Golden Jubilee National Hospital, NHS 24, Scottish Ambulance Service, Healthcare Improvement Scotland, NHS Education for Scotland, NHS National Services Scotland, and Public Health Scotland) and should include provision to allow other health and social care providers to become registered responders. It should be noted that NHS National Services Scotland and NHS Education for Scotland are due to merge in April 2026 to form NHS Delivery. The service provider will be expected to ensure that registration meets the needs of these newly merged Boards. The site shall record whether each story is posted by a patient, service user, parent/guardian, family member, carer, member of staff, or someone posting on behalf of a patient or carer, and this information shall be made available in reports to registered organisations.