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‘We value your feedback’: what patient experience really tells us

The emphasis on feedback from service users is relatively new, but central to improving care
Hospital patient in bed looking at iPad

The emphasis on feedback from service users is relatively new, but central to improving care

When the patient feedback organisation now known as Care Opinion started up more than a decade ago, its chief executive James Munro took a bit of an earbashing.

Care Opinion chief executive James Munro.

NHS bodies that were criticised over aspects of patient care or experience were not, on the whole, happy that these comments were being made public and some reacted crossly. However, 13 years on and this kind of feedback and focus on patient experience is more routine.

In 2005, after the first couple of patient stories were published, the phone rang from trusts saying that what we were doing was illegal and that we should take it down. There were quite strong reactions, says Dr Munro. We havent had

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