Part 1

Read the article 'How do we learn from patients’ and families' poor experiences?' By Shale and Anderson-Wallace.

Write a response letter to Mrs Brockelhurst’s daughter, which is not a ‘formal management response’ but which addresses some of the issues raised by Anderson-Wallace and colleagues. 

Share your response letter on the Tutor Group Discussion Forum; read and comment on each other’s posts.

Part 2

Now look at one of the complaint responses sent out in the last month from the service you work in, provide support services to, commission from, or review.

(If this is difficult for you, link with a colleague to access a response their organisation has sent. Ensure General Data Protection Regulation (GDPR) guidelines are followed)

How does this differ from the one you have just written?  Which is likely to have the greatest impact upon the patient/carer and the service area?

Part 3

Finally reflect on how your organisation deals with positive comments and compliments –whether from patients or internally between directorates/departments or teams.

Can you find a system which collates these comments? How does your organisation learn from this feedback either informally or formally? Post your reflections on your learning journal.