Patient Advocacy Data: Discovering the hidden gems in patient feedback

This PX paper, written in collaboration with the Institute’s Patient Advocacy Council, examines how patient advocacy data – complaints and grievances – is used to improve patient experience in healthcare. Through interviews with patient advocates from the U.S. and Australia, the study reveals there is opportunity to use the data more effectively through integration with other safety, quality and patient experience data to make systemic change and process improvements. The call to action in this paper is for improved leadership accountability in the transformation of patient advocacy as a profession, elevating the role of the patient advocate and placing greater worth on the data they collect to improve the experiences of those in their care.