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One of (if not the) greatest challenges the NHS faces around patient experience is working out how to make sense of the mass of data the system collects and turn it in to useful information.

However, perhaps more significantly, in order for Trusts to really start to leverage its power there needs to be a little more joined-up thinking about the costs and benefits of patient feedback. I am pretty certain that if Trusts gather and use feedback appropriately then there will be clear Return on Investment - both financial an in terms of patient experience/outcomes - but doing so requires Trust to think about patient experience as being integral to their organisation rather than being a "bolt on" to tick a box.