ECCH Patient feedback review

Healthwatch Norfolk undertook research on patient, carer and staff experiences of East Coast Community Healthcare’s (ECCH) feedback and complaints processes. Between March and May 2026, Healthwatch gathered evidence through surveys involving 76 members of the public and 17 staff, seven staff interviews, site observations and a joint workshop bringing together patients and staff to develop solutions. The review was commissioned by ECCH to understand how feedback is collected, used and communicated.

The research found that awareness of feedback routes was low. Around 65% of public respondents did not know or were unsure how to provide feedback, 69% did not know how to make a complaint, 74% had never heard of the Friends and Family Test and 46% had never heard of PALS. Patients highlighted barriers including digital exclusion, complex forms, communication difficulties and concerns that raising negative feedback could affect future care. Many people preferred simple methods such as speaking directly to staff, telephone contact or easy-to-complete paper forms. 

Although both patients and staff strongly valued feedback and saw it as important for improving services, many participants felt feedback often disappeared into a “black hole” with little evidence of resulting action. Staff reported that internal systems for recording feedback were time-consuming and inconsistent across services, meaning compliments and positive experiences were often not formally captured. The review found examples of feedback leading to changes in service delivery, communication materials and patient information, but many patients remained unaware of these improvements. 

Healthwatch concluded that ECCH has a strong culture of valuing patient voices but that its systems are not always visible, accessible or responsive enough. Key recommendations included improving awareness of feedback routes, making feedback processes more accessible for people with communication and digital access needs, using "You Said, We Did" approaches to demonstrate change, simplifying internal reporting systems and developing a co-produced feedback framework involving patients, carers and staff.