promoting patient safety through transparency, the role of public feedback, dr james munro, chief...

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Promoting patient safety through transparency: the role of public feedback

Dr James MunroChief ExecutivePatient Opinion

Promoting patient safety through transparencyThe role of public feedback

James MunroPatient Opinionjames.munro@patientopinion.org.uk

Berwick Report, August 2013

Recommendation 8“All organisations should seek out the patient and carer voice as an essential asset in monitoring the safety and quality of care.”

Berwick on Mid Staffs

“Warning signals abounded and were not heeded…Especially costly was the muffling of the voices of patients and carers who took the trouble to complain but whose complaints were too often ignored.”

And yet…

“There is a lack of learning from complaints, and providers are not making clear to users that services are being improved as result.”

NAO, 2008

“More than half of those who had voiced a concern about poor care felt that their feedback wasn’t welcomed”

CQC, 2013

But now…

• Service users and carers can give honest feedback safely and easily

• Staff can learn from knowing how their care is experienced

• Services can make small, steady improvements based on feedback

• Everyone can see how services are listening to users and changing in response

Berwick on culture

“Culture will trump rules, standards and control strategies every single time, and achieving a vastly safer NHS will depend far more on major cultural change than on a new regulatory regime.”

Keogh Report, July 2013

“The public have now become not just informed participants in the process, but active assessors and regulators of the NHS.This represents a turning point for our health service from which there is no return.”

Berwick again

“Speak up about what you see – right and wrong. You have extraordinarily valuable information on the basis of which to make the NHS better.”

Guy Brookes

Associate medical

director

Adult mental health

services

Leeds & York

Partnership Trust