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CQC aims to drive feedback in Share for Better Care campaign

One in five people believes that leaving negative feedback will have an unfavourable effect on their care, a survey by the CQC has found.

More than half of people (54%) surveyed by the CQC and Healthwatch England said they find it easier to provide feedback about purchases and services such as hotels or meals, compared to providing feedback about health and social care.

When asked about care feedback, over a quarter (26%) said they thought their feedback would not be listened to, one in five (22%) said they worried it would have a negative impact on their care; and a further fifth (21%) said they didn’t want to cause a problem for the people caring for them. 

People also said sharing feedback about commercial products and services was less emotionally taxing, (18%), easier and less personal (26%) than sharing on health and social care experiences. The research also found that many opt to confide in their family (15%) or a friend (14%) about a negative experience.

Although over two-thirds (72%) of people say health and social care services are a priority for them, only two in 10 (20%) said they had given feedback in the past two years. 

Chris Dzikiti, CQC director of mental health, said: “The care system must get better at encouraging people to feedback and taking positive action as a result. We need people’s experiences to understand the quality being provided and develop a clear picture of their care, and challenge the poor care where we find it.”

The survey states that over half of people (52%) see giving feedback as a form of generosity, and 62% of people said they would be more likely to give feedback if they knew doing so would help make positive change.

A new campaign, Share for Better Care, aims to encourage feedback.


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