DC13320 - Making patient feedback work for doctors and patients

Northumbria Healthcare NHS Foundation Trust has developed a centralised feedback system that focuses on asking patients about what matters most to them, such as consistency of care and treatment with respect and dignity. The trust’s dedicated patient experience team runs two different patient feedback processes across the trust throughout the year. The system is robust, but not overly complicated or expensive to run.

The first collects real time feedback via face-to-face interviews with patients. The trust worked hard to adapt this system to allow patients who need adjustments to take part. Find out more about how the trust tailored their approach on wards for older patients with dementia and mental health illness.

The second sees an external survey company collect right time feedback from a sample of patients, two weeks after a patient’s episode of care.

The model works for doctors and patients because:

  • real-time feedback results are shared with doctors within 48 hours – so they are relevant and timely
  • there’s no additional burden of collection and collation as the trust supports doctors to access regular, meaningful patient feedback
  • it provides rich qualitative feedback, which doctors are likely to find most useful
  • patients no longer receive several different requests for feedback from different areas
  • low level patient concerns are identified and responded to as they arise
  • there’s no self-selection of patients, so results are trusted by doctors and patients.

The model works because patients view giving feedback as an important part of their care. And doctors feel they have ownership over the feedback processes and are involved in using results to improve care in their areas.