[Discussing survey results in client panels appears a beneficial approach for a client counsel].

Background: The Client Participation Act in Healthcare Institutions prescribes that information must be collected as low as possible in the organization. To meet this need, Arkin’s client council started experimenting with a new way to get in touch with clients.

Method: We regularly send a short survey to clients about a number of themes and we invite clients to discuss these in a client panel. Two rounds of surveys and panel discussions have now been organized on the following themes: waiting times, participation in treatment, stigma, ROM, eHealth and relative or friend.

Results: The experiences with the chosen approach were favorable. The collection of quantitative survey data and qualitative information from the panel discussion complemented each other and led to further professionalization of the work of the client council. Clients were happy to be involved in the work of the client council in this way. A better insight was gained into how they experience policy decisions and the client council was better able to present this information to the board of directors and the executive board of Arkin.

Conclusion: The new approach has strengthened the position of the client council within Arkin. We consider this a good approach to implement the Client Participation Act.