Explain how to collate and analyse feedback to support the delivery of person-centred care in line with roles and responsibilities

To deliver person-centred care, it is important to collate and analyse feedback from several sources to ensure that each individual’s needs, wishes and preferences are being provided for. The feedback process can help you to get a broad picture of how the organisation’s care provision is perceived by others and if there are any improvements that can be made to ensure that the individuals that you support remain at the centre of their care.

Your involvement with the feedback process will depend on your particular role and responsibilities – for example, your task may be to simply phone people to ask questions and then pass the answers onto your manager for analysis or you may also conduct the analysis yourself and produce reports.

There are several sources that you may want to request feedback from including:

• the individuals that you care for
• their family and friends
• co-workers
• advocates
• other professionals (including social workers, psychologists, GPs etc.)

This is by no means an exhaustive list. You may be able to identify other sources of feedback that are not directly linked to your organisation. For example, the neighbours of the housing where you work may have observed or heard something that they wouldn’t ordinarily report without being asked.

Feedback can be collated in many different ways and formats, including:

• face-to-face
• telephone
• email
• written forms
• website forms

Feedback can also be formal or informal. Formal feedback can be from questionnaires, surveys, forms etc. whilst informal feedback may be acquired during a conversation about something else entirely. It is important to ensure confidentiality when collecting information to ensure that people won’t be put off from providing feedback in the future. It may also be necessary to use the services of an advocate so that individuals that find it difficult to speak up can have their voices heard.

Once you have collected the information, it will be necessary to analyse it to identify any gaps in care delivery and spot any patterns in the data that could suggest where improvements may be necessary.

Once analysed, it is useful to create a report on your findings that can be presented to others in an easily digestible format and used as evidence to back up any changes that you introduce. This can include written statements, graphs, charts and tables.

The results of your findings must be impartial, balanced and provided in a timely manner.