What is Informal Feedback in Health and Social Care?

Informal feedback in health and social care refers to casual and unstructured forms of communication where individuals—such as staff members, patients, or carers—offer opinions, comments, or observations. This type of feedback is less formal than structured surveys or appraisals but can be just as valuable. It helps staff improve their services and understand the needs of the people they support.

This feedback can happen verbally, through gestures, or via written notes. It is often spontaneous, occurring during everyday interactions rather than being part of a planned review process. Both staff and service users play a key role in informal feedback.

Why Is Informal Feedback Important?

Informal feedback provides real-time insights into how services are working. Because it is direct and unplanned, it often captures honest thoughts and feelings. This can help address problems quickly before they escalate. Informal feedback can:

• Help staff assess their performance.
• Allow patients and carers to voice concerns or praise directly.
• Lead to small but meaningful improvements in care.
• Build trust between staff and service users.

Sometimes, people feel more comfortable sharing their thoughts informally rather than filling out surveys or attending formal meetings. Informal feedback reduces barriers by offering a simpler way to share ideas or raise concerns.

Where Does Informal Feedback Happen?

Informal feedback can occur during everyday situations in health and social care settings. Examples include:

• Casual conversations between staff and patients during appointments or care sessions.
• Comments made by family members when visiting loved ones.
• A client mentioning something they appreciate or dislike to a carer during everyday activities.
• Written notes or thank-you cards left for staff by patients or relatives.

Because health and social care often involve close and personal interactions, opportunities for informal feedback are frequent.

Forms of Informal Feedback

Informal feedback can take many forms. While it is not always structured, it still provides valuable information when collected or acted upon appropriately. Examples include:

Verbal Feedback

Verbal feedback is the most common type of informal feedback. It happens naturally in conversations. A patient might express satisfaction with the care they received, or a family member might point out a concern. Staff members can take this feedback into account immediately and respond as required.

Written Comments

Although informal, written comments can come in different forms such as notes, letters, or emails from patients and families. For example, a patient might leave a written thank-you message but include a constructive suggestion for improvement as well.

Body Language

Non-verbal cues, such as body language or facial expressions, can also offer informal feedback. A smile, nod, or look of discomfort might indicate how someone is feeling about the care they are receiving. Observant staff can pick up on these subtle signs.

Compliments or Complaints in Passing

Sometimes, people voice quick comments while speaking to staff or during visits. A patient might say, “That nurse was really kind,” or a family member may comment, “I think the food quality could be better.” These remarks are often forgotten unless they are noted down or acted upon.

Benefits of Informal Feedback

Collecting and acting on informal feedback enhances the quality of care. It strengthens relationships between service users and providers and highlights areas for improvement. Some of the benefits include:

Immediate Application

Informal feedback tends to happen in real time. If a patient tells a nurse they feel cold in the care home, the nurse can adjust the temperature immediately. This quick action can improve the service and demonstrate responsiveness.

Cost-Effectiveness

Unlike formal surveys or performance reviews, informal feedback does not require significant time or financial investment. It happens naturally and often without the need for specific preparation or resources.

Personalisation

Because informal feedback arises directly from everyday interactions, it often addresses the unique needs of individuals. It is specific to the situation and can help staff adjust their approach to suit each person better.

Honesty

People may feel more comfortable sharing their true thoughts informally. Formal feedback, by contrast, can feel intimidating or impersonal, making some people shy away from giving honest input.

Limitations of Informal Feedback

While informal feedback is beneficial, it does have its limitations. Because it is unstructured, it is not always suited to long-term planning or systemic improvements. Common challenges include:

Lack of Documentation

Informal feedback is often not formally recorded. Important points can be overlooked, making it harder to track patterns or make larger changes across services.

Subjectivity

Because informal feedback tends to come from personal interactions, it may reflect individual opinions rather than the broader needs of all service users.

Limited Reach

Not everyone feels comfortable giving feedback informally. Cultural differences, personality traits, or a fear of offending staff can prevent people from sharing their thoughts.

Risk of Misinterpretation

Informal feedback, especially when non-verbal, can be open to misinterpretation. For example, a patient’s quietness might seem like dissatisfaction when, in fact, they are simply tired.

Using Informal Feedback Effectively

To make the most of informal feedback, health and social care providers should take steps to ensure it is received with care and used appropriately. This involves listening actively, encouraging feedback, and acting upon it thoughtfully. Here are some strategies for doing so:

Encourage Open Communication

Staff should create an atmosphere where patients, carers, and family members feel comfortable sharing their thoughts. A friendly and approachable attitude can make people more likely to offer informal feedback.

Pay Attention to Non-Verbal Cues

Sometimes feedback is unspoken. Staff should be observant and take note of facial expressions, tones of voice, or body language. These cues can provide valuable information about a person’s comfort or satisfaction.

Document Significant Comments

Although informal feedback is unplanned, it can be helpful to jot down significant points where appropriate. For example, a care worker might make a note of a patient’s request or a family member’s suggestion. This can help track patterns or trends.

Follow Up When Necessary

If someone shares informal feedback, such as raising a concern or making a suggestion, it is important to follow up. Letting the person know their input has been acknowledged can build trust and improve relationships.

Train Staff to Recognise Feedback Opportunities

Sometimes, staff may not recognise feedback when it happens, especially if it is subtle. Training can help them understand the value of informal feedback and notice moments where it has been given.

Examples of Informal Feedback in Action

Understanding how feedback applies in real healthcare and social care situations is helpful. Here are some scenarios where informal feedback might occur:

Example 1: Care Home Interaction

A resident in a care home mentions to a carer that they really enjoy the group activities but would love more music-based sessions. The carer notes this and shares it with the activity organiser, who then adds more music sessions to the schedule.

Example 2: GP Practice

After an appointment, a patient comments to the receptionist about how quick and efficient the appointment booking process has become. The receptionist passes the message along to the practice manager as an example of positive feedback.

Example 3: Hospital Ward

A nurse notices that a patient looks uncomfortable after their evening meal. When asked, the patient says they didn’t enjoy the food. The nurse informs the kitchen staff, who consider adjusting the menu to better suit the patient’s preferences.

The Role of Informal Feedback in Quality Improvement

Informal feedback helps health and social care services grow and improve by addressing real-time needs. While it does not replace formal quality assurance measures, it plays an important role in creating a responsive and effective service.

When informal feedback is collected regularly, it can highlight recurring patterns or repeated concerns. This can guide service providers to make meaningful changes while continuously learning from daily interactions.

Encouraging Feedback in Difficult Situations

In some cases, informal feedback can help people express dissatisfaction or raise concerns in a less stressful way. Creating a safe environment where all types of comments are welcomed allows people to feel valued and heard.

Staff must remain calm and open-minded, even when receiving negative feedback informally. A respectful response can turn criticism into a constructive opportunity.

Conclusion

Informal feedback in health and social care is an essential tool for understanding and improving services. It happens during everyday interactions and allows people to express their views in a natural and relaxed way. While it may lack structure, it offers authenticity and immediacy that formal processes may not provide. Furthermore, informal feedback can often capture the opinions and experiences of a wider range of individuals, including those who may not feel comfortable participating in more formal settings. This type of feedback can be especially valuable in health and social care, where personal experiences and perspectives are crucial for shaping effective care strategies. For example, practical health demonstrations can elicit immediate and practical feedback from service users, providing valuable insights that may not come through in traditional feedback methods.

By encouraging open communication and being attentive to all forms of feedback, health and social care workers can create positive experiences for both staff and service users. Properly addressing and reflecting on this feedback, even if informal, is key to fostering trust, dignity, and high-quality care.