The friends and family test (FFT) had been introduced but we wanted to go further.
We had our campaign branded and used FFT, complaints, national surveys and local surveys all included.
We used this to educate staff in dealing with all aspects of feedback (negative and positive) and also how they can learn from feedback.
Giving people permission to feedback:-
'I don't want to complain but' posters in wards.
Patient leaflets redesigned and sent with admission letters redesigning complaint process to make it person centered.
A complaints review panel was developed, the patients panel was formed & got involved in Trust improvements and mystery shopping all implemented to move the organisational culture to become more person centered and understand the value of feedback and what our services meant to the individual.