‘Everyone likes to be thanked’: How patient feedback is improving NHS care
Five years ago, Surrey and Sussex healthcare NHS trust was one of the worst performing hospitals in the country. Now, it is one of the best. In March, the healthcare regulator, the Care Quality Commission, awarded the trust a “good” rating in every category.
The trust’s approach to feedback has played a central part in this turnaround. Fiona Allsop, its chief nurse, says: “One of the reasons we’ve got there is by listening to our patients … We’re providing services for our local community. We want to give them opportunities to get involved in what we do.”