Identifying and encouraging high quality healthcare: an analysis of the content and aims of patient letters of compliment (8 July 2020)

Summary

This article in BMJ Quality & Safety looks at letters of compliment from patients to NHS staff, recognising their role in identifying and encouraging high quality healthcare.

The authors examined compliment letters from patients and identified:

• why patients wrote them
• which activities they complimented
• which members of staff the feedback was aimed at.

The study found that 77% of letters complimented staff on their relationship with the patient, 50% on clinical work and 30% on management. Many letters commented on staff going above and beyond their role to help patients and most letters had the joint aims of acknowledging and promoting good practice. 

The authors conclude that by acknowledging, rewarding and promoting positive practice, compliment letters can contribute to healthcare services by promoting positive behaviours and giving staff social recognition.