Dr Jenni Burt University of Cambridge Patient feedback is an ineffective means of achieving change in the modern NHS Dr Jenni Burt University of Cambridge

Oh.

Community mental health survey GP Patient survey Adult inpatient survey Maternity services survey Cancer patient experience survey A&E patient experience survey Outpatient survey Friends and Family Test

currently Patient feedback is an ineffective means of achieving change in the modern NHS meaningful

Why no butterfly? Current patient feedback systems often fail to identify poor care Health care professionals struggle to engage with patient feedback There is little investment in or understanding of how to drive effective change

1. Failure to identify poor care

1. Failure to identify poor care “I’m a bit kind hearted, I didn’t want [to be too negative] because at the end of the day it’s the only practice in town, and if they refused to see me ‘cause I’m difficult or whatever…” Patient comment during interview

2. Struggle to engage with feedback

2. Struggle to engage with feedback “There’s kind of a fixation on measurable outcomes, but they don’t really tell us what’s going on.” GP comment during focus group

3. Little investment to drive change

3. Little investment to drive change “We have been surveying, and patients have been surveyed, for several years, the questionnaires are inevitably similar, the responses are inevitably similar, but the consequences of the survey are depressingly zero.” GP comment during focus group

What do we need? A diversity of methods of capturing feedback, not just surveys Engagement with clinicians about their understanding of and need for patient feedback Investment in understanding effective mechanisms of change