The challenges of using feedback from patients to inform design

Abstract

Copyright: © 2018 The Authors. Published by Archetype Health Pty Ltd.. This is an open access article under the CC BY-NC-ND 4.0 license. SUMMARY A range of sources of data on patients’ experiences exist. There is greater emphasis on using quantitative data for the purposes of assurance and accountability than there is on using the range of data for improvement. Patients’ legitimacy in commenting on aspects such as communication and coordination of care is accepted. Less so, the potential for patients to contribute to consideration of safety issues. A culture of curiosity is a prerequisite for making best use of patient insight data for improvement. There is also considerable appetite and potential for greater involvement of patients in the co-design of improvements in care.