1. #CCIO

2. #CCIO
Promoting patient safety through
transparency: the role of public feedback
Dr James Munro
Chief Executive
Patient Opinion

3. Promoting patient safety
through transparency
The role of public feedback
James Munro
Patient Opinion
james.munro@patientopinion.org.uk

4. 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.”

5. 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.”

7. 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

8. 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
• Everyonecan see how services are listening
to users and changing in response

14. 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.”

19. 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.”

20. 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.”

21. Guy Brookes
Associate medical director
Adult mental health
services
Leeds & York Partnership
Trust