1. 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

6. Oh.

7. 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

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

9. 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

10. 1. Failure to identify poor care

11. 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

12. 2. Struggle to engage with feedback

13. 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

14. 3. Little investment to drive change

15. 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

19. 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