Using feedback

How we use feedback

We are committed to safety and public accountability, but at the same time believe that when something goes wrong, any mistakes or errors that are identified should be used as an opportunity to learn and so reduce future risks and improve practice.

We recognise the value of feedback as a way of helping to make changes and improvements, and we are committed to becoming an organisation where feedback in all its forms is valued and acted upon. In the same way, we also believe that it is a vital part of being able to involve our patients and the wider public in developing our services.

Where we receive feedback from

Feedback comes to us from those who use our service, partner organisations such as other NHS trusts and social care agencies, and also our own staff. As well as enabling lessons to be learnt by individual staff and our service as a whole, where appropriate we will also look to share it so that improvements can be made in other parts of health and social care.

Learning from everything that we’re told

Every year we receive approximately 500 complaints, and up to 6,000 enquiries to our Patient Advice & Liaison Service (PALS) and 300 incident reports from other health and social care agencies.

Frequently, the issues are the same, and we believe in treating all the feedback we receive seriously and focusing on the issues presented to us, rather than the process which is used to manage it.

Our patient experiences department

Find out about our patient experiences department which plays a lead role in managing feedback from patients, service users and stakeholders.