Dr Nyathi said that while standard toolkits exist, each healthcare environment must tailor its measurement approach to suit its specific needs—whether paediatric-palliative, adult palliative, or hospital-based care.
She emphasised that collecting data is not enough—what matters is how it is used.
“Being clear about how you intend to use the information you collect helps define what should be measured and ensures that the results drive meaningful change. Measuring for the sake of measurement benefits no one.”
She recommended conducting focus groups with patients before designing measurement tools to ensure alignment with what truly matters to them.
“What you measure must shape the design of care systems, processes, and funding. Otherwise, the system remains unchanged. We must be willing to act on this data.”
Overcoming Fear of Feedback
The panel explored ways to make healthcare systems and people less resistant to patient feedback. Many providers fear both the criticism itself, and the effort required to implement change.
The consensus? Multidisciplinary teams can play a pivotal role in alleviating this burden by sharing responsibilities for both data collection and the resulting improvements.
Dr. Nyathi concluded with a key takeaway: “We need to simplify the process. If we want behaviour change, we must make the right actions the easiest ones to take.”
