Performance measure	We recommend that the service acts on both formal and informal feedback from patients to improve the service and to demonstrate it has addressed concerns when these are raised
Domain	Patient involvement
Category	Process
Rationale	Gathering feedback and reviewing complaints and suggestions is a waste of time if changes to improve the service are not made If patients and their carers see that their (and others’) feedback and concerns are recognized and acted upon, they are more likely to provide further feedback
Standards	Minimum standard: all formal and informal feedback from patients (see Performance measures 9.1 and 9.2) is reviewed and actions are agreed Target standard: formal and informal feedback indicates that action taken to improve patient experience has been effective
Consensus agreement	96.3%
PICO	Not applicable
Concordance with other guidelines	ASGE Not assessed	Canada Yes	EU Yes	GRS/JAG accreditation Yes
Evidence grading	Very low