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We are missing the potential of patient feedback (March 2020)

by Claire Cox

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Summary

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?”.

We are missing the potential of patient feedback (March 2020) https://www.nihr.ac.uk/blog/we-are-missing-the-potential-of-patient-feedback/24336
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    HelenH

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    James says 'If our understanding of, and our systems for, patient feedback are limited to seeing it simply as data, concerns, compliments, or even stories, then I think we are missing this bigger picture. Feedback is a relationship. It is one way that people receiving a service can express their care, in return, for those who provide it, and for others who will use it. It is an expression of the values of equality and mutuality which lie at the heart of our health service.

    Our current approaches to patient feedback recognise little of this – and it is time they did.'

    Absolutely. Completely agree

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