Read the article in chapter 8 and reflect on your experiences of where you have been involved in receiving feedback from a patient on the care that they received.

What action is taken if the feedback indicates dissatisfaction?

A proposed response to these questions might include:

• Issues are followed up at ward meetings to allow staff to resolve the issue together
• Empower staff to lead their own ideas to improve care
• Support from management to effect change
• Listen to patients
• Initiatives to improve care
• Informal process can allow patients to talk about their experiences
• Disseminate dissatisfaction to all staff and involve them in the improvement of care