A guide to using patient feedback to transform services

Department of Health


Monday, 29 September 2014
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The guidance shows how the range of different sources of patient experience information can be an integral part of local quality improvement systems, and the importance of involving staff in the whole process. The power of using feedback has been demonstrated by the work of the NHS Institute for Innovation and Improvement in its ’Experience-Based Design‘ programme. The NHS has an unprecedented opportunity to make sure that patient experience truly drives service transformation. We would encourage providers and commissioners to adopt a more systematic approach to using patient feedback as set out in this guidance.


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