Darzi Patient Feedback 

Measuring Patient Satisfaction
The effectiveness of care a patient receives is to be measured on equal importance with clinical measures. Patients' feedback on the care experienced will become a prominent measure. So capturing and understanding the patient perspective will be critical for the NHS, and indeed will be linked to reward. This patient perspective will be measured through PROMs patient recorded outcomes.

"The patient experience can only be improved by analysing and understanding patient satisfaction with their own experiences” (p47).

CRT® Comment: When patient surveys capture the patient experience it is best to do so at the point of experience. Research indicates this generates 40% more accurate results.

Patient Feedback and Reward
Patient Recorded Outcomes Measurement (PROMs) will be now be directly related to revenue. “We will make payments to hospitals conditional on the quality of care given to patients as well as the volume” (p41). For the first time these patient perspectives will not only be systematically measured but also the results publicly published.

CRT® Comment: This move effectively places greater accountability on Trusts' in relation to patient views and further strengthens the link between patient satisfaction and income. As patients are offered more choice, they will gravitate towards those services providing a high level of patient care. Not only will the NHS be required to analyse the PROM results, it must research the patient experience to develop and improve patient care.