Step 4 - record feedback in the words of the person
There is no easy way to capture conversation feedback. The three main approaches used are:
- Handwriting the conversation as it happens,
- involving another person in the conversation to act as a scribe to write down what is being said, or
- recording the conversation using an electronic device such as an audio recorder and then transcribing later.
In most cases, feedback is gathered anonymously (i.e. not recording the person’s name or other personal details) however if you feel it is necessary to gather personal information you should check and apply your local Data Protection/GDPR and consent policies.
It is important that whatever method is chosen it aims, as much as possible, to avoid summarising or abbreviating the feedback given, so that the voice of the person giving feedback is clearly evident in the written format.
Sharing what was heard with the team
The format and method for sharing feedback should be determined by the preferences of the wider care or support team and the ways they find easiest to help them reflect on information. Methods used will depend greatly on whether feedback is being shared with the whole team or mainly with a multi-disciplinary improvement group.
Common formats
- Full unedited hand written notes of each conversation
- Typed up handouts of all feedback conversations gathered during the month
- Reports, theming and grouping feedback stories
Common sharing methods
- Reflective improvement meeting review
- Email to team members
- Post on team notice board
- Summarised on ‘you said, we did’ boards
Find out how to use these insights to identify and make improvements in the Care experience reflective improvement meeting guide