Understanding excellence in responding to patient feedback about care 

Lead: Lauren Ramsay (PhD)

NHS policy and guidance highlights the important and unique perspective of patients, and the potential value of their feedback in informing improvements to care. In light of this, the healthcare service is increasingly collecting feedback from patients, with collection often being mandated across many aspects of care. Despite this, recent research suggests that there is not enough being done with patient feedback to use it to inform meaningful change. Therefore, the overarching aim of this PhD is to explore how staff use and respond to patient feedback to inform improvements to the quality and safety of care in a hospital setting.