NHS Scotland to improve patient safety through 'compassionate communication'

A study conducted by NHS Education for Scotland and Health Improvement Scotland found patients felt safer by having someone listen to their experiences after adverse events.

The findings were published in the BMJ and have been positively received by NHS boards across the country.

Healthcare Improvement Scotland’s Donna Maclean said: “The compassionate communications training has seen an unprecedented uptake across NHS boards in Scotland, with the first two cohorts currently under way and evaluation taking place also.”

Clear communication and a person-centred approach was seen as being central to helping those who have suffered from traumatic events.

Researchers found many said their faith was restored in the healthcare system if staff showed compassion and active engagement.

This approach is likely to enhance learning and lead to improvements in healthcare.

Health boards were advised that long timelines can have a negative impact on the mental health of patients and their families.

Rosanna from Glasgow, who was affected by an adverse event, said: “I believe this study and its findings are crucial to truly understanding patients and families going through adverse events.

“Not only does the study capture exactly what needs to change, but it also highlights the elements that are most important to us: an apology and assurance that lessons will be learnt is all we really want.

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Source: The National, 30 May 2022