“Empowering the patient voice will be the only way to ensure the sort of feedback that is needed” (Baroness Finlay)
In a typically direct, informed and pragmatic way, Baroness Finlay (Professor of palliative care and a crossbench peer) gives short-shift to “tinkering with structures and systems” and gives the new NHS commissioning board clear advice: “Empowering the patient voice will be the only way to ensure the sort of feedback that is needed. A dynamic, systemic way to get feedback on the patient’s experience needs to be embedded in every aspect of the service.”
Writing in the Times this week, she describes how they have already done just this for palliative care in Wales and Baroness Finlay describes the results as “astonishing”.
(Declaration of interest: my business, iWantGreatCare, provides the “astonishing“ system used in Wales, as well as for the two other examples given of innovative culture change.)