Consumer Feedback for the NHS

Oversigt. The Griffiths report made it clear that consumer feedback is not something peripheral to the NHS. Griffiths wrote: 'The management board and chairmen should ensure that it is central to the approach of management, in planning and delivering services for the population as a whole, to: ascertain how well the service is being delivered at local level by obtaining the experience and perceptions of patients and the community: these can be derived from CHCs and by other methods, including market research and from experience of general practice and the community health services'. The aim of this literature review was to discover what has been done along those lines in the UK to date.