It’s tricky to know whether it’s a good or bad idea to seek feedback on services from someone who has gone through a distressing or highly emotional experience: is it too intrusive or does the intensity of the situation make it all the more important to understand what worked well for that person and whether anything could have been improved?
The NHS England Insight & Feedback team has just published a new bite-size guide to seeking feedback in these situations, giving useful advice on when and how this can be done and why it’s important. It is the latest in a set of guides aimed at commissioners and providers to help them through the complexity of gaining insight on patient experience of NHS services.
Ask Listen Do
NHS England has published Ask Listen Do – Making conversations count in health, social care and education: Tips for health, social care and education organisations and practitioners
This Ask Listen Do resource shares tips for health, social care and education organisations and practitioners with the aim of making feedback, concerns and complaints easier for people with a learning disability, autistic people, families and carers.
Read more here: https://www.england.nhs.uk/publication/ask-listen-do-making-conversations-count-in-health-social-care-and-education-tips-for-health-social-care-and-education-organisations-and-practitioners/