Quality Priority:

Increase the number of improvements made as a result of feedback and be able to demonstrate and explain these and how they impact positively on patient care.

Current Situation:

Improvements are made to services as a result of feedback, however this isn;t always captured anywhere or shared. There are also some instances where feedback isn’t used as fully as it could be, or shared across services so that all services can benefit from the learning. Some developments and improvements are added to the “You said, we did” section on the Locala website.

Why is it a priority?

  • As we continue to grow levels of feedback and engagement it is important that we use all of this to improve the quality of patient care.
  • We need to maximise benefit gained from service user feedback.
  • It is vital that we tell people how we have acted on feedback so that they continue to engage with the organisation.

How will we achieve it?

  • We will use patient feedback in partnership with teams and patient groups to identify where improvements and enhancements are needed.
  • We will continue to develop the work of the Customer Experience Group.
  • We will develop new, effective ways to share these improvements, and tell our patients, carers, local community and colleagues what improvements have been made as a result of feedback.
  • We will include details of improvements made as a result of feedback in a range of publications, for example in updates to members.