Using Patient Feedback: A Practical Guide to Improving Patient Experience

"This guide explains the basic principles of gathering patient feedback and provides an overview of the different methods and techniques used to do so. Research methods highlighted in the guide include: • Patient experience surveys • Population surveys • Patient panels • Focus groups • Mystery shopping • Observation • Deliberative events. The guide also outlines what to do with feedback once it has been collected, in order to bring about improvements to healthcare services. It covers understanding your findings, sharing your feedback, and creating action plans for improvement."