Research chat 24: Can online patient feedback warn us of a drift to failure?

This research chat was part of the Care Opinion Autumn Conference 2024, recorded on 7 November 2024

In recent years we’ve seen a succession of inquiries into healthcare failures in the UK. In almost every case, official reports highlight how patients were raising their concerns about problems in care, but were not listened to.

Researchers and healthcare leaders are now starting to see real-time patient feedback as a possible source of “safety critical information”, giving an early warning of when an organisation may be drifting towards substandard or unsafe care.

In this informal conversation, I spoke with Prof Catherine Calderwood and Prof Alex Gillespie about why we have a patient safety problem, and how patient feedback might be part of the solution.

• Prof Catherine Calderwood, Professor of Practice at the University of Strathclyde
• Prof Alex Gillespie, Professor of Psychological and Behavioural Science at LSE 

This session was inspired by a recent paper on the topic authored by Prof Calderwood and colleagues:

Sailing Too Close to the Wind? How Harnessing Patient Voice Can Identify Drift towards Boundaries of Acceptable Performance (Wiig et al, 2024)

I hope you enjoy the chat!

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