Practice 4.4 Gather and act on feedback from those who receive or provide healthcare

Examples of notable practice:

E-hotline

An e-hotline (concordat@healthcarecommission.org.uk) has been developed by the Healthcare Commission, to enable all NHS staff to draw attention to any concerns they may have about the planning and handling of external inspections at their trust.

Gathering feedback

The Audit Commission actively seeks feedback on the quality of local auditors’ work and performance in a number of ways: from Audit Committees (whose function is to evaluate the work and performance of external auditors); via perception surveys using, for example, MORI and via annual web based surveys of the trust Chief Executive and the Chair on the annual audit.

Continuous feedback

The National Audit Office continually seeks feedback from all parties and acts on this to improve its practices ( see 4.1)