It’s not rocket science…… Gina Alexander | Patient Opinion @ginaaalexander gina.alexander@patientopinion.org.uk

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online feedback for adult social care An evolution of Patient Opinion’s approach

Every person, every time

www.mindings.com

“Further to your initial enquiry we have pleasure in informing you that a 'place of safety' commenced in April 2011 and is based at the Caludon Centre. Thank you for your feedback which has highlighted a need, which has now been addressed.”

“He spend a total of ten weeks in hospital “He spend a total of ten weeks in hospital. I cannot fault any aspect of his care and have nothing but praise for Dr Wilson and his team. If anyone in Raigmore deserves a gold medal it is Dr Wilson on ward 5.”

“…I along with my fellow colleagues have taken your feedback on board and we have now put in place the following changes: - Clearly writing on the information board at the clinics reception desk what clinic/s are running late and how late they may be running. Informing all patients verbally either on an individual basis or by announcing clinic running times in the clinics waiting room. I'd like to thank you for taking the time to let us know all about this. I hope this is an acceptable response and once again I apologise. With regards Claire”

How can we make compassion reliable? Jason Leitch

Top tips “corporate language and defensive postures don’t cut much ice” James Munro | Director of Research Patient Opinion The Guardian, December 2011

Top tips No stock responses. Make the response personal. Deal with the issues. Say what you will do. Timing is all. Use the data. Actively engage online Philip Dylak | Director of Nursing Tameside Hospitals NHS Foundation Trust

The Patient Opinion guidance Empathy and understanding Apologising Explaining what normally happens or why things happen Saying what you will do with the feedback Saying what you will do to make an improvement Give a short response followed by a fuller one Giving options about what the author could do next Linking to other sites

Stories are data with a soul…. Brene Brown Statistics are people with the tears wiped off Paul Brodeur

www.patientopinion.org.uk gina.alexander@patientopinion.org.uk @ginaaalexander or @patientopinion Facebook | Patient Opinion 07533 711949

How Patient Opinion goes beyond insight Patient Groups Ombudsman Scottish Government Automatic notification The Person Relevant staff Story Response Comments Improvement Comment from person Regulators Scottish Health Council Healthcare Environment Inspectorate