Health systems around the world are awakening to a critical truth: when we truly listen to those who use the system, we open the door to more compassionate, responsive and equitable care. That makes the voices of patients and families critical — their experiences illuminate aspects of health care that metrics alone cannot capture.

Stories are not simply reflections of satisfaction or dissatisfaction. They are complex, layered accounts of what matters most. When patients, family members and caregivers speak, they offer not just opinions but their insights. They give evidence of how the system is working and where it is failing.

What made someone feel safe or not? Where was trust built or broken?

Yet, today, patient and family feedback is often framed as a “nice to have” courtesy or a per

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