James Munro, Chief Executive of Care Opinion, argues that there is extraordinary, yet untapped value in patient feedback which is not being recognised in current policy and practice. His blog follows the launch of the National Institute of Healthcare Research's (NIHR) themed review on using patient feedback to improve care.
Gathering feedback from people who use health services sounds like a simple and straightforward matter. Doesn’t everyone love feedback?
The NIHR themed review Improving Care by Using Patient Feedback highlights that this is a topic beset by complexity, uncertainty and disagreement. It’s also an area which can provoke strong emotions both from those offering feedback, such as: “why isn’t anyone listening?” and those receiving it: “why am I being attacked when I work so hard?”.