Patient and Service User Feedback

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Seeking feedback is central to service improvement in both health and social care. The benefits of feedback include:

  • Raising staff awareness of how the service is actually experienced.
  • Help to improve communication between the people delivering services and those who use them.
  • Ideas and suggestions that will offer opportunities to improve services and learn from what has not worked for people.

Where to seek information

  • Compliments – expressions of thanks or congratulation.
  • Concerns – remarks, opinions or suggestions on the service received which may or may not require a response.
  • Comments – may be comments, compliments or observations offered orally or in writing by visitors, patient or relatives. For example, ward or hospital suggestion cards or through the Link opens in a new windowPatient Advice and Support Service (PASS), which reflect how someone experienced a service.
  • Complaints – expressions of dissatisfaction about an action, lack of action, or standard of care provided.
  • Feedback – may be in the form of views expressed orally or in writing as part of a survey, patient questionnaires, on-line polls, ward diaries, patient stories, comments boxes, letters to staff, through the Patient Advice and Support Service (PASS), social media, e-portals or Link opens in a new windowPatient Opinion. The feedback may describe an individual’s experience of using NHS or social care or observation of care as a carer and may include suggestions about things could have been done better or identify areas of good practice.

How to seek feedback

A number of the approaches in this Toolkit can be used to pro-actively seek feedback (see the matrix of tools)