Positive feedback in healthcare can improve staff wellbeing, strengthen compassionate care, and help health services understand what consumers value most across Western Australia.
Healthcare consumers often speak up when something goes wrong. Complaints, concerns and advocacy are essential for improving safety, access and accountability in the WA health system.
But positive experiences matter too.
Across Perth and regional WA, healthcare workers support people through some of the most stressful and vulnerable moments of their lives. A nurse who takes time to explain a procedure. A receptionist who helps someone navigate appointments. A doctor who listens carefully. An Aboriginal liaison officer who helps a patient feel culturally safe. These moments shape how people experience healthcare.
Health Consumers’ Council WA encourages healthcare consumers in WA to recognise the people who have had a positive impact on their healthcare experience.
What consumers value in good healthcare experiences
At HCCWA, patients, carers, families and and healthcare consumers consistently tell us that good healthcare is about more than clinical treatment alone.
People value:
- being and feeling listened to
- clear communication
- compassion and empathy
- cultural safety
- dignity and respect
- involvement in decisions
- feeling safe and supported
- continuity of care
- kindness during stressful moments
These are central parts of quality healthcare. The Australian Commission on Safety and Quality in Health Care identifies partnering with consumers, person-centred care, communication and respect as essential components of safe and high-quality healthcare.
Why positive feedback matters for healthcare workers
Healthcare workers across Western Australia continue to work under significant pressure. Hospitals, general practices, community health services and aged care providers are managing increasing demand, workforce shortages and rising complexity of care.
Research suggests positive feedback can:
• improve morale
• reinforce compassionate care behaviours
• strengthen workplace culture
• reduce emotional exhaustion
• help staff feel valued and connected to their work
Healthcare workforce literature suggests that meaningful positive feedback from patients and families can contribute positivley to staff motivation and wellbeing. So, a simple thank you can have a real impact.
Positive feedback also improves the health system
Positive feedback is not ignoring problems in healthcare. Consumers can recognise excellent care while also advocating for system improvement.
At Health Consumers’ Council WA, we view consumer experience as an important part of healthcare system improvement. Positive feedback may help health services better understand what consumers value in care experiences. Consumer experiences help identify:
- what is working well
- where people feel safe and respected
- which approaches build trust
- how services can improve consumer experiences across WA
Your stories and feedback on your experiences can help health services understand what good care looks like in practice and what should be replicated more broadly.
Examples of positive healthcare experiences
Positive healthcare experiences can happen in any setting across the WA healthcare system. For example:
- an emergency department nurse keeping family members informed during long wait times
- a GP taking time to explain treatment options clearly
- a hospital staff member helping a patient understand discharge instructions
- a mental health worker creating a safe and non-judgemental environment
- an interpreter or liaison officer helping a consumer feel culturally understood
- a receptionist helping organise urgent follow-up care
These moments matter to patients, carers and all healthcare consumers.
How to share healthcare feedback in WA
If someone has had an impact on your healthcare experience in Western Australia, consider telling them. You can:
- share your story through Care Opinion Australia
- provide feedback directly to the health service via this handy hospital email list
- nominate staff through local recognition programs
- participate in HCCWA’s ‘speak up‘ campaigns
Positive feedback helps reinforce the type of healthcare consumers want to see more of. Care that is compassionate, respectful, safe and human.
Frequently asked questions
What is positive feedback in healthcare?
Positive feedback in healthcare is when consumers, carers or families acknowledge healthcare workers or services for providing compassionate, respectful, safe or supportive care.
Why is positive feedback important for healthcare workers?
Positive feedback can improve morale, reinforce good communication and compassionate care practices, and help healthcare workers feel recognised for their work.
Can positive feedback improve healthcare quality?
Yes. Positive feedback helps health services understand which behaviours and practices consumers value most. This can support quality improvement and person-centred care.
How can healthcare consumers in WA share positive feedback?
Consumers in Western Australia can provide feedback directly to healthcare providers, share stories through Care Opinion Australia, or engage with organisations like Health Consumers’ Council WA.
What does Health Consumers’ Council WA do?
Health Consumers’ Council WA is the independent peak body representing health consumers in Western Australia. Established in 1994, HCCWA works to ensure consumer voices are heard and included in health policy, service design, advocacy and system improvement across WA.
You can learn more about HCCWA’s work here:
Health Consumers’ Council WA