Obtaining and Using Feedback from Service-Users in Women's and Community Health Services (1997)

This study, funded by a Health Enhancement Research Grant through the South Australian Health Commission, investigated the collection and use of client feedback by community health services. The research findings indicate that there are mechanisms in place for receiving, disseminating and using written feedback from clients. However, many clients prefer to give verbal feedback and there are less clear pathways for this type of feedback to be recorded and used by services.

The report describes factors which affect how clients give feedback and how community health workers obtain and use feedback. These factors include: the relationship between clients, workers and the organisation; systems, policies and practices; communication; and resources. The report argues that feedback has an active role in ensuring two-way communication between clients and health service providers, and in facilitating client participation in planning, monitoring and evaluation of health services.

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