Care Opinion is all about learning and change. Our aim is for staff in services to read and respond to feedback from patients and service-users, and for the feedback to lead to positive changes. Critical feedback can prompt staff to identify and address improvements needed, and positive feedback can highlight the things that should continue, be further improved on, or replicated elsewhere.

Since May 2025, over 300 Care Opinion stories have led to Changes planned or made in the UK. 

We recently published a blog looking at changes made to services in Scotland, and this time around, we are looking at examples from England and Northern Ireland services.

We will highlight some of the changes planned and made to services across England and Northern Ireland below. The hope is that these will inspire you to think about the feedback you see and the impact it has on people using your services. If you work in a health or care service, consider Care Opinion as a way to publicly demonstrate the impact feedback has on the care you deliver. We hope these examples shine a light on what can be possible and encourage you to think outside the box when engaging with story authors. We have included stories which are balanced, critical and completely positive, as all feedback can be used to plan and make changes.

The text images are excerpts from stories and responses. You can access each complete story and response via the pink links or the text images.

Changes made in Response to Balanced and Critical Feedback

Toys for Children - Southern Health & Social Care Trust

Fabulous staff and care 

The author of this story gave praise for the staff and care, however made suggestions for change within the service:

The Service staff were able to plan a change to the service, as well as explain why they couldn't exactly replicate the author's suggestions:

The service was then able to update later, making a change and explaining this to the author:

Entry to Service - Rotherham Doncaster and South Humber NHS Foundation Trust

The door intercom | Care Opinion

This author explained how they found +the intercom at the entrance to the service difficult to use:

The staff responded to the story, apologising and explaining they have a solution in place to help non-verbal service-users access the building:

The author liked this response and marked it as helpful:

Butter - Western Health & Social Care Trust

The staff have been so amazing and helpful | Care Opinion 

The author here gives positive feedback on their experience and suggests changing the Butter provided with food.

The staff responded, planning a change and explaining what was happening in response to the story comments:

The staff later updated the author, letting them know that new butter was introduced to the service:

Adaptations for patients with Autism - Sheffield Teaching Hospitals NHS Foundation Trust

All I needed was for somebody to care 

The author explains that their experience at A&E was very stressful and unhelpful, highlighting that although the staff were good, improvements could be made in communication and understanding of people with autism:

Staff responded, acknowledging the author's feedback:

The author continued the conversation, explaining further, the changes they would like to see:

The service responded twice more, and in their final response, were able to explain the changes made to the service as a result of the feedback:

Other Examples of Changes made in Response to Balanced and Critical Feedback:

My husband's palliative care - Hereford & Worcestershire Health & Care Trust

My Experience at the Dermatology Outpatients Department - Royal Devon University Healthcare NHS Foundation Trust

Pregnancy, post birth & access - Northern Health & Social Care Trust 

Changes Planned and Made in Response to Positive Feedback

Change to frequency of therapy - HMP Leeds, Inclusion

Feel more settled 

The author explains how ear acupuncture has improved their wellbeing:

The service was able to take on board the positive feedback and improve therapy provision based on the positive effects that were expressed:

Training for Staff - Western Health & Social Care Trust

Appreciation Post | Care Opinion 

This author explained the wonderful care their family member received from health care staff and the Dementia Companion: 

The service responded, explaining to the author that they want to keep up the great experience for more people by adding special training:

Provision of service to others - Rotherham Doncaster and South Humber NHS Foundation Trust

I cant express enough how good this course was for me 

This author expressed their praise for the service and mentioned it could be provided to other groups of people:

The service staff responded, letting the author know what they were doing with the feedback:

At a later date, the service came back to respond and update the author on developments, based on the feedback, and were able to make a change:

These are just some of the wonderful actions that have been taken as a result of stories on Care Opinion. You can explore all changes planned and made across the UK here: Changes Planned and Made on Care Opinion.

Additional Resources

Blog: Changes Made to services in Scotland over the last year

Recorded Workshop: Workshop: Showing impact through responding

Help for Responders:

• Showing whether feedback leads to change
• Responding well to stories
• Sharing a response with your staff

Nominate a Star Responder: Star Responder

Research: Research chat 21: Can positive patient feedback help improve healthcare? | Care Opinion