Patient Insight and Feedback Conference
Any service needs to understand the people it serves and good organisations do this as a matter of course. Without this understanding the NHS has less chance of delivering care that is safe, effective and that is experienced positively.
To help us achieve this we must have insight into the needs, experiences and outcomes of the patients who use our services and of the staff who deliver them. In recent years great progress has been made in ensuring the NHS has a system that allows us to hear from our users and learn from what they tell us.
Three years ago the Friends and Family Test was introduced to the NHS and it now sees around a million pieces of feedback collected each month. By listening to this and other patient feedback and reacting appropriately, many services have been able to make the changes that really matter. Service providers are now able to make informed decisions rather than guessing how to improve services. Additionally, cultural and behavioural changes in the way that staff view patient participation are being seen.
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