In Scotland, NHS Boards produce an annual report on Feedback, Comments, Concerns and Complaints (Healthcare Improvement Scotland, 2015). Similarly, in Best practice: responding to patient feedback, NHS Choices (2014) talks about patient feedback and comments, and refers to the official NHS complaints process.
To avoid confusion, some working definitions for the purposes of this article are as follows:
Feedback is a patient’s response to particular questions or statements specifically posed to garner a response—the Friends and Family Test (FFT) being a good example. You may also be required to give feedback to team members on, say, a new way of working or new piece of equipment
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