What is it?

We are testing a Real-Time Patient Feedback Model in 2026 to help us listen to patients regularly and act quickly on what they tell us. It supports better care by turning lived experience into learning and improvement across NHS Grampian.

Why it matters

By routinely asking patients about their care, we can:

• Understand what’s working well and what needs to change
• Respond quickly to issues that matter most to patients
• Strengthen learning and improvement at team, service and system level

Simply being asked for feedback can also make a real difference — evidence shows it increases patient satisfaction and helps people feel heard and less isolated.

How it works

• Regular feedback: Patients are invited to share their views every 2–4 weeks while using services.
• Quick turnaround: Results are shared promptly with teams so they can take action or escalate concerns where needed.
• Visible learning: Clear summaries are shared publicly and across the organisation to support wider learning.
• Real voices: Patients can share what could be improved, as well as what has gone well, through open text comments.

What this enables

This approach creates a continuous feedback loop — listening, acting, learning and improving — helping ensure patient experience remains central to how we design and deliver care.