‘Patient feedback is a vital part of improving NHS Services. Listening to feedback from patients and their families on End of Life Care has helped deliver a more dignified, compassionate and professional experience at Barking, Havering and Redbridge University Hospital NHS Trust. Staff in the trust, which provides acute healthcare in outer North East London, have redesigned their processes to make sure that the needs of dying patients and their bereaved relatives are at the heart things. This videoshows how patient feedback was used to create a positive change in services’. (Source: NHS England Issue 60).