A Guide to Capturing and Using Patient, Public and Service User Feedback Effectively

"This resource is a comprehensive guide on the effective commission, analysis, and use of patient, public, and service user feedback. It follows a study previously commissioned from Health Services Management Centre at the University of Birmingham on the use of real-time methodologies and technologies to capture feedback. The guide opens with a discussion of the value of feedback and how it fits into patient and family engagement. It then offers guidance on each step of the feedback process: engaging and collecting, designing and undertaking, and using and integrating. The guide discusses the pros and cons of various feedback methods, including face-to-face interviews, paper-based methods, hand-held devices, kiosks, bedside terminals, telephone interviewing, online questionnaires, and online communities and member’s panels. "