This report outlines the findings of a review into the patient feedback processes at East Coast Community Healthcare (ECCH).
Healthwatch Norfolk was asked by ECCH to review how they collect and respond to patient feedback, engaging with the public to explore how the system can be improved. The goal was to understand the experiences of patients, carers, and staff to make the process easier, more inclusive and more effective.
We found that there were several barriers preventing people from sharing their views, including a lack of awareness around how to leave feedback, digital accessibility challenges, and fear of repercussions when giving negative feedback. The evidence shows that while ECCH has a culture that values the patient voice, the current systems are often not visible enough, or too difficult to use.
Based on our findings, we have made a number of recommendations, including increasing visibility by standardising how feedback information is displayed, improving accessibility by refining feedback channels for those with communication difficulties, and streamlining internal systems to make it quicker for staff to record patient comments.
