LEARNING FROM FEEDBACK IN ORGANISATIONS

Feedback from external stakeholders (e.g., service-users and citizens) to organisations is potentially a valuable source of resilience because it can provide information on problems observed in risk management (e.g., system failures). Yet, in domains such as healthcare, external feedback is often not learnt from because of its complexity (e.g., the NHS 200,000 written complaints annually) and a culture of viewing it as not valid. To improve how organisations learn from external feedback, and test its value for manging risk, we developed the Healthcare Complaints Analysis Tool (HCAT).