How to use patient feedback more effectively to improve services

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Event overview

This one-day event looked at information currently collected from patient surveys including the inpatient survey, GP patient survey, Friends and Family Test, and Patient Reported Outcome Measures.

It explored the key messages that can be drawn from the data and looked at how health care professionals can use these messages to drive service improvement.

Opening session

Patients' experience of using hospital services

Dr Veena Raleigh, Senior Fellow, Policy, The King's Fund
Chris Graham, Director of Research and Policy, Picker Institute Europe
Patients' experience of using hospital services

Using patients and their feedback to co-design and improve services

Alison Cameron, Patient Associate, Leadership Development, The King's Fund
Using patients and their feedback to co-design services

Using insight and feedback in the NHS

Dan Wellings, Head of Insight and Feedback, NHS England
Using insight and feedback in the NHS

Session two: Breakouts

Using PROMs data to help patients make informed decisions

Nils Gutacker, Research Fellow, Centre for Health Economics, University of York
Using PROMs data to help patients make informed decisions

The use of PROMs in a community setting

Iain Cockley-Adams, Service Improvement Manager, Gloucestershire Care Services NHS
Use of PROMs in a community setting

Making the most out of feedback from the Family and Friends Test (FFT)

Steve McKenna, The Neera Medical Centre, Essex
Making the most out of feedback from the Family and Friends Test (FFT)

Patient Opinion – the ULHT way

Sharon Kidd, Patient Experience and Engagement Manager, United Lincolnshire Hospitals NHS Trust
Patient Opinion - the ULHT way

Growing a responsive culture at Nottinghamshire Healthcare NHS Foundation Trust

Paul Sanguinazzi, Head of Involvement and Experience, Nottinghamshire Healthcare NHS Foundation Trust
Growing a responsive culture at Nottinghamshire Healthcare NHS Foundation Trust

Using insight to amplify the patient voice in commissioning

Lesley Goodburn, Insight and Involvement Service Partner, Midlands and Lancashire Commissioning Support Unit
Using insight to amplify the patient voice in commissioning

Patient feedback in Dudley

Robert Franklin, Patient Insight Specialist, Dudley Clinical Commissioning Group
Patient feedback in Dudley

Session four

The British Social Attitudes Survey: public perception of the NHS

Ruth Robertson, Fellow, Policy, The King's Fund
The British Social Attitudes Survey: public perception of the NHS

How can insights about public perceptions of the NHS and social care help improvements to be made?

Ben Page, Chief Executive, Ipsos MORI
How can insights about public perceptions of the NHS and social care help improvements to be made?