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Crossing the divide.

Many reports and inquiries have been published in recent years highlighting how patient feedback is a valuable source of insight into safety-related problems in the NHS. At Blackpool Teaching Hospitals NHS Foundation Trust, the patient experience team has worked hard over the past year to build a participatory approach to feedback by implementing a ‘Tell Us’ information campaign. This encourages opinions from patients and relatives by ensuring they are aware of the different communication channels available, including social media and third-party advocacy groups. The campaign – which recently won a national award – has resulted in a groundswell of views and opinions, with a 40 per cent increase in all feedback in the past year, and a 25 per cent increase in complaints. This has given us a focused and real approach to raising standards, and the range of feedback methods available means patients and carers can feel comfortable expressing their views without fear of this affecting their treatment. It has also highlighted the importance of consulting with patients and carers on decisions about care, and enabled us to tailor services to ensure they are patient-centred. In addition, the trust has patient representation on recruitment panels for senior positions, and local volunteers act as ‘listeners’ who chat to patients daily to get a true picture of the standard of care being provided. Feedback is now seen as a powerful form of knowledge at the trust, and an opportunity – rather than a threat – to help drive improvement and innovation.