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Online patient feedback is positive, but not used effectively
Rob Cook1, Peter Davidson2, Alicia White1
1Bazian, Economist Intelligence Unit healthcare, London, UK.
BMJ (Clinical Research Ed.)
|March 25, 2020
Summary
Online patient feedback for National Health Service (NHS) services is generally positive but not effectively utilized for service improvement. The INQUIRE study highlights this gap in using patient experiences to enhance healthcare delivery.
Area of Science:
- Health Services Research
- Patient Experience
- Healthcare Management
Background:
- Online patient feedback is increasingly available for National Health Service (NHS) services.
- Understanding how this feedback is used to improve healthcare delivery is crucial.
Purpose of the Study:
- To investigate the utilization of online patient feedback within the NHS.
- To identify barriers and facilitators to using patient feedback for service improvement.
Main Methods:
- The INQUIRE study employed a multimethod approach.
- Included analysis of online patient feedback and qualitative interviews with healthcare professionals.
Main Results:
- Online patient feedback is predominantly positive.
- However, feedback is not consistently or effectively used to drive improvements in NHS services.
- Systematic processes for feedback utilization are often lacking.
Conclusions:
- While patient feedback is valuable, current systems do not fully leverage its potential for enhancing healthcare.
- Strategies are needed to better integrate online patient feedback into quality improvement initiatives within the NHS.
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