Evidence and practice

Capturing patient feedback to improve healthcare services

Gwenne Louise McIntosh Head of health sciences, Faculty of Health Sciences and Sport, Health Sciences, University of Stirling, Stirling, Scotland

Carina Hibberd Lecturer in adult nursing, Faculty of Health Sciences and Sport, Health Sciences, University of Stirling, Stirling, Scotland

Suzanne McGregor Suzanne McGregor, lecturer in nursing, Faculty of Health Sciences and Sport, Health Sciences, University of Stirling, Stirling, Scotland

Why you should read this article:

• To refresh your knowledge of the purpose of gathering patient feedback
• To enhance your understanding of effective strategies for gathering patient feedback
• To recognise the value of qualitative and quantitative patient feedback data in quality improvement projects

The primary purpose of gathering patient feedback is to listen to, reflect on and act on the feedback to improve patients’ experiences, interactions and health outcomes. Nurses use patient feedback to guide person-centred care or to inform healthcare decisions. However, when healthcare services attempt to improve the quality of care, there can be a lack of process clarity, clear measurement and evidence of improvements. This article provides an overview of the strategies used to capture patient feedback and offers guidance on how nurses can make use of such information to promote healthcare improvement.

Nursing Standard. doi: 10.7748/ns.2024.e12274

Peer review

This article has been subject to external double-blind peer review and checked for plagiarism using automated software

@gwennemcintosh

Correspondence

gwenne.mcintosh@stir.ac.uk

Conflict of interest

None declared

McIntosh GL, Hibberd C, McGregor S (2024) Capturing patient feedback to improve healthcare services. Nursing Standard. doi: 10.7748/ns.2024.e12274

Published online: 17 June 2024

Keywords :

complaints - outcome measures - patient experience - patient feedback - patient outcomes - patient perceptions - patients - patient satisfaction - professional

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04 December 2024 / Vol 39 issue 12

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DIGITAL EDITION