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Rory Farrelly is responsible for the patient experience at NHS Greater Glasgow and Clyde. He talks about how it is measured - surveys just measure what the NHS thinks is important, this may not match what patients think, so can miss important information. Using patient stories can show this issues in an easy to understand way. He explains the patient story library and its aims and objectives. He hopes that it can be used to change staff attitudes and little things which can make all the difference to patient care. It also can show that feedback can make a difference.
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