James Munro, chief executive of Care Opinion, emphasizes the importance of patient feedback as a valuable source of information for improving healthcare quality and safety. While some healthcare staff may dismiss online feedback as trivial complaints, research shows that patients are reporting safety incidents that staff may not be aware of or are failing to address. Patient feedback can provide insights into staff blind spots and institutional culture failings that may impact patient safety. Despite some resistance, there is growing recognition of the value of patient feedback in fostering a more open and less defensive culture within healthcare organizations. Staff engagement with online feedback can lead to benefits for patient safety, staff morale, confidence, and pride.
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Online patient feedback offers important insights into the safety and quality of care
