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  • 13Dec

    The overwhelming nature of patient feedback

    A report featured in the Patient Experience Library looks at the overwhelming nature of patient feedback.   It describes how hospital staff struggle with a mass of feedback from multiple sources.  They reported “feeling overwhelmed and fatigued by the volume and variety of data that the Trust collected”. Formal complaints are one of the sources of…

  • 22Nov

    Lost voices: saving patient solutions

    Jules Horton, Bevan Advocate and Education Programme for Patients (EPP) Co-ordinator, explains why no source of patient feedback should be overlooked – instead they should be cherished as untapped goldmines that could transform the way the NHS works for the better. My story begins in 2012 – whilst suffering effects of depression post-cancer, along with a…

  • 27Sep

    Help spread the word about cancer feedback

    NHS England are asking all colleagues and partners to help spread the word, right through autumn, about the importance of hearing ALL voices in feedback about cancer services. The push is designed to coincide with the sending out of questionnaires for the national Cancer Patient Experience Survey to an invited sample of cancer patients from October. …

  • 20Sep

    Joined-up listening: integrated care and patient insight

    This article from The King’s Fund articulates the opportunity that integrated care presents for using insight from people and populations to design services that meet their needs and reflect their priorities. This includes breaking down silos within and between organisations to listen to what patients are saying across their entire pathway of care. The insight we can get from…

  • 20Sep

    Rethinking engagement

    Blog for the Patient Experience Library: Traditional methods of gathering patient feedback are “stuck in child-parent mode”, according to this thought-provoking editorial from the British Journal of Psychiatry Bulletin. The author, David Gilbert, writes from his experiences as both professional and patient, and calls for a fresh approach to patient engagement. For Gilbert, “Patient and…

  • 6Sep

    Joined-up listening: integrated care and patient insight

    In this article The King’s Fund articulates the opportunity that integrated care presents for using insight from people and populations to design services that meet their needs and reflect their priorities. This includes breaking down siloes within and between organisations to listen to what patients are saying across their entire pathway of care. The insight we…

  • 29Jun

    ‘Be personal and appreciative’ – research highlights effective responses to online patient feedback

    As more patients leave feedback on online platforms including social media, research shows how health and social care organisations can offer value in their response. Led by Rebecca Baines and Professor Ray Jones from the University of Plymouth in collaboration with James Munro, the CEO of Care Opinion, the study highlights 19 key factors centred…

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