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Using online patient feedback to improve care

A guide supporting clinical, patient experience and quality teams to understand how to use online patient feedback to improve quality in healthcare.

Getting started with online feedback

Alongside other patient experience data, online feedback can support a responsive, patient-centred health service, which reacts to the needs of its users.

Read more

What we know about online feedback

Our team used a range of methods to find out how online patient feedback is currently viewed and used by patients and professionals.

Read more

Apply online feedback to improve care

Although there are challenges, there a number of opportunities for using online patient feedback to drive quality improvement in healthcare.

Read more

There is a lot of potential for a lot of NHS organisations to dramatically improve how they integrate and act on patient feedback.

Neil Bacon

Founder and CEO, IWantGreatCare

The job for the NHS is to start thinking really carefully about how it uses online feedback. Like any source of data it’s only as good as the person listening to it.

Dan Wellings

Senior Fellow, The King’s Fund

We need the NHS to not only survive but to thrive and keep going, and any feedback… it’s constructive, not because we’re being critical but because we need this to work.

Katie

INQUIRE participant

Our other toolkits

EBCD: Experience Based Co-Design toolkit

New Beginnings toolkit for maternity and neonatal care

PFCC: Patient and Family-Centred Care toolkit

Using patient experience for improvement

Talk to us about person centred care

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