Care Opinion and NHS Greater Glasgow and Clyde’s Pulmonary Rehabilitation Service

Posted on behalf of Kirsty Murray, Team Lead - Pulmonary Rehabilitation Service

Pulmonary Rehabilitation is a programme designed to help people with lung conditions, such as Chronic Obstructive Pulmonary Disease (COPD). This is an 8-week exercise and education programme which is delivered by specialist respiratory nurses and physiotherapists.  The programme aims to help people increase their physical ability, reduce the impact of their symptoms, and improve overall their quality of life.

The programme offers:

• Advice on managing breathlessness
• A low-level exercise programme tailored to the individual
• Education on how to help people self-manage their condition
• The opportunity to meet other people who also have a lung condition.

The Pulmonary Rehabilitation Team is dedicated to ongoing service enhancement. Care Opinion plays a crucial role in this by capturing real-time participant feedback. Positive feedback highlights successful practices, boosts staff morale, and allows the sharing of good practices. Constructive feedback, on the other hand, provides valuable insights for learning, development, and change.

We began promoting Care Opinion in March 2024, by displaying posters in the department, distributing feedback cards and Hazel Tagg, our health care support worker, has taken on the role of the Care Opinion Champion. Hazel pro-actively asks participants to share their feedback.

Over the past nine months, feedback has significantly increased, culminating in a record 21 stories in December 2024 (previously, no feedback was received through Care Opinion).

We are pleased to report that 93% of the feedback has been positive. Frequent positive tags include ‘staff’, ‘helpfulness’, and ‘course’. Suggestions for improvement have included better car parking facilities, extending the course duration, and more choice in music.

All feedback is shared with the staff, and quarterly reports are generated and discussed in team meetings to ensure continuous improvement and high-quality care. Going forward we want to continue to increase our stories on Care Opinion.  Our team are incredibly proud of the feedback we have received.  It reinforces our staff’s commitment to providing person centred care and provides us with the opportunity to improve our service.