Capturing patient feedback to improve healthcare services.

Why you should read this article: • To refresh your knowledge of the purpose of gathering patient feedback • To enhance your understanding of effective strategies for gathering patient feedback • To recognise the value of qualitative and quantitative patient feedback data in quality improvement projects. The primary purpose of gathering patient feedback is to listen to, reflect on and act on the feedback to improve patients’ experiences, interactions and health outcomes. Nurses use patient feedback to guide person-centred care or to inform healthcare decisions. However, when healthcare services attempt to improve the quality of care, there can be a lack of process clarity, clear measurement and evidence of improvements. This article provides an overview of the strategies used to capture patient feedback and offers guidance on how nurses can make use of such information to promote healthcare improvement. [ABSTRACT FROM AUTHOR]