UNDERSTANDING PATIENT OPINION

PEOPLE HAVE ALWAYS TALKED ABOUT YOU

Imagine a world where Patients and carers can give honest feedback safely and easily Everyone can see how well services are listening to those they serve Staff know every day how their care is being received Staff are learning every day from patients and carers

Show how feedback leads to change Say what you will do Then post an update when you do Or say what you have done Many things can change Staff awareness and attitudes Policies and practices Environment, communication Culture

How does change happen? People need to be involved Don’t keep patient stories at the edges Do allow them to flow through the organisation Stories are for telling Don’t see feedback as items to be processed Do see feedback as stories to be shared

Involving more people Patients, service users, carers LINks, HealthWatch, patient groups People within your organisation Patient experience, pals, complaints, customer care, quality improvement Service managers Front line staff Directors, non-execs, members, governors

It’s easy to involve people Adding members in subscriber role Quick and easy Safe – no risks Keeps people informed We will display on the site Our newsletter, blog, twitter feed

PO and your culture Patients are telling stories about you Within your service: What stories do you tell about patients’ stories? How do you respond to the stories they tell? What stories do you tell about your responses? You have real opportunities to show What we care about How we behave What we reward

So make patient stories part of your everyday culture Ward/department meetings Intranets and notice boards Reports to directors Patient/carer groups Trust non-execs and governors Patient LINk/HealthWatch

What’s your story?