Pay it forward

If someone looked after you or your loved one well, let them know. Your thanks takes a few minutes, and it helps good care continue.

In a study of 1,267 compliment letters sent to 54 English hospitals, most thanked staff for how they were treated: their kindness, listening and communication (77% of letters). Most were written to acknowledge staff (80%), and many to encourage more of the same (59%). The researchers suggest this recognition may help reduce burnout and strengthen staff motivation.

In the moment

Thank them in person, even briefly
Name what they did: “Thank you for explaining that so clearly” is more memorable than “thanks for everything”
Remember the whole team: nurses, doctors, allied health, cleaners, orderlies, kitchen and clerical staff

Before you leave

Note the person’s name, the ward and roughly when it happened
Ask the nurse in charge how to pass on your thanks
Ask whether the hospital has a patient feedback or compliments process

Put it in writing

Write a short card or email: who, what they did, and how it helped
Address it to the staff member and the ward, and ask for a copy to go to their manager
Include the date and ward so it can be passed on accurately

Words to borrow

“Thank you for taking the time to explain things to us.”
“You made a frightening day feel much calmer.”
“Thank you for treating Mum with such respect.”
“Please pass on our thanks to the whole team.”

If something went wrong, that is also worth raising, through the ward or the hospital’s patient liaison or feedback service. This checklist is about the good moments, because they are easy to overlook and they matter.

References

What do patients’ compliment letters tell us about high-quality healthcare? BMJ Quality & Safety, 2021;30(6):484-497.

Pay it forward

In the moment

Before you leave

Put it in writing

Words to borrow

Well Asked

@well.asked