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