Changing for the Better: How Positive Feedback Helps Services Keep Doing What Works

Every day on Care Opinion, people share personal stories about their experiences with health and social care services— some with gratitude, others with concern, and many with reflections on what truly mattered to them.

While feedback is often seen as a way to highlight what’s gone wrong, it can be just as powerful in showing what’s already working well. These insights aren’t just nice to hear — they’re valuable sources of learning and improvement. This blog explores how positive feedback can spark meaningful change, boost morale, and help services do more of what matters most.

Feedback as a tool for learning

When we receive feedback, we often focus heavily on the things that have gone wrong for people. But feedback doesn’t always need to start with a problem. Stories that celebrate good experiences — a kind word, a smooth handover, or someone feeling truly heard — can offer powerful insight into what person-centred care looks like in action.

For staff, reading that their work made a difference can be hugely validating. It’s not just praise — it’s a reminder that their care has real impact, both emotionally and relationally. These stories capture not only what was done, but why it mattered.

Learning from what works

It’s easy to skim past positive feedback — read it, smile, and move on, but these stories are rich in learning. They tell us what worked, how it made someone feel, and what others might take away from it. In a busy environment, that kind of reflection can quietly shape practice for the better.

Acting on what works

Being responsive doesn’t just mean fixing what’s not working — it also means focusing on how to further develop what’s good. Whether it’s sharing a story in a team meeting, embedding a new habit, or simply pausing to recognise great care, responding to positive feedback shows staff their efforts matter. It’s about building a culture of reflection — not just reaction.

A positive story can shine a light on the moments that matter most to people

The little things are often the big things. Again and again, stories show how a warm welcome, a thoughtful gesture, or a reassuring conversation can shape someone’s experience of care. These everyday moments have the power to make a lasting impact.

It’s the behind-the-scenes efforts that truly make a difference. As one member of the NHS Forth Valley team shared:

“We are always working in the background to see what we can do to simplify processes and to streamline services where we can to support the best care for our patients.”

Read the full story and response.

These stories make sure those meaningful moments aren’t missed — they’re noticed, valued, and repeated.

Building a Culture of Appreciation

When teams start asking, “What’s working well?” as often as they ask, “What needs fixing?”, it sets a different tone.

Celebrating what’s working well builds resilience, strengthens relationships, and reminds us of what’s worth holding on to. It doesn’t ignore challenges — it balances them with hope, pride, and possibility.

At its heart, Care Opinion is about connection — between staff and patients, services and communities. When we notice what’s going well and share those moments, we don’t just recognise good care — we help it grow. That’s the power of story, and the heart of a culture built on appreciation.