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Nusrat
You make excellent points. Only a few caveats. I would argue that the dynamic and task of securing feedback from patients is more complex than for a supermarket. I know from talking to patients they feel far more comfortable about responding negatively on a somewhat impersonal shopping experience than they would for the very personal (and identifiable) experience that care involves. I'm very happy to look at ways round that, but let's not pretend they are automatically equivalents.

Equally, everything that Kaiser does in terms of getting feedback and generally running the organisation comes with a cost which I'm not sure we can meet.

However, I am fully behind the arguement for using patient experience for improving care. We've still got Community Health Councils here in Wales, and we're trying (not always successfully) to hear what people think about their services. But we're small in staffing and resources and many people don't know about us. I do sometimes think that we concentrate on ways that we can get feedback from as many people as possible with not very good techniques Friend and family ?), rather than on smaller numbers with much more useful and accessible (but sometimes more time-consuming) approaches. Maybe we need to focus on what's best, rather than easiest