Can we use patient-reported feedback to drive change? The challenges of using patient-reported feedback and how they might be addressed

Introduction

The resolve to put patients at the heart of the National Health Service (NHS) has been ubiquitous in the aftermath of the Francis Report, and the policy agenda is beginning to reflect attempts to deliver that promise. The introduction of new care models at NHS 'vanguard' sites, the 3-year target to give all patients access to their electronic care records, and the expansion of integrated care services all exemplify the salience of patient-centricity at the national level.1 This pattern has been witnessed across many developed health systems.2

The ideals of this paradigm have also captured the attention of local commissioners and providers, offering an evolved concept of service design that resonates with patients' needs. As a result, providers are increasingly turning to patient-reported feedback to drive local improvement. This trend is indicative of progress in the field of patient experience: policy discourse has...

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