This review brings together nine recent NIHR studies looking at how NHS organisations use patient feedback to make improvements to services. Evidence ranges from online ratings to real-time feedback in different settings, from hospital wards to general practice and mental health.
This research can help health providers to make best use of patient surveys and other data from patients on their care. Studies found that more effort has been spent on collecting data, with less attention to how it can be used to improve services. Findings included the need to integrate patient experience data and activity with other quality improvement work in trusts. Research also shows the importance of positive feedback and how online and unsolicited responses can be used alongside survey data to make a difference.