Models of feedback from health consumers A/Professor Michael Greco Founder and CEO @CEO_POAustralia

Franciscan Friar What have you learnt from your patients? How have they shaped you, both personally and professionally? You are a product of your patients

PEOPLE HAVE ALWAYS TALKED ABOUT YOU

Types of Feedback - Individual Individual - which includes MSF for medical doctors. Focused on interpersonal/communication competencies, and professionalism. Patient feedback based on what patients are looking for when healthcare professionals communicate with them; Colleague feedback based on what a good doctor should do

Types of Feedback - organisational Practice and organisations – for accreditation eg hospitals and general practice. Often based on ‘standards of care’

What is Patient Opinion? It’s about stories Not-for-profit public online feedback service It’s about carrying the voices of patients and carers into the heart of the health system, in ways which make a real difference to services and culture It’s about building relationships with those that use the health system, resolving their issues, and reducing formal complaints. It’s about helping staff learning to ‘walk in the shoes’ of the patient.

Mission Our mission is to provide an online platform so that: people can share honest feedback easily and without fear stories are directed to wherever they can help make a difference everyone can see how and where services are listening and changing in response

In each service Moderation Alerting Clinical staff CEO Health boards Porters, reception, catering, cleaning… Communications, complaints… Alerting CEO Health boards Nursing, AHP students MPs Researchers Patient groups, Community Councils Regulators, Standard Authorities Local authority Policymakers

Feedback prior to Patient Opinion at Sydney/Sydney Eye Hospital Complimentary letters/cards Complaints process Consumer representation at peak committees Consumer feedback boxes Social Media such as facebook and twitter Emails to the hospital Patient Surveys Complimentary letters- stuck on a staff notice board- sometimes they might make the SESLHD Pulse or the Quality letter- no actions or improvements Social media- often the hospital is unaware of the comments on social media and are unable to respond Complaints- very formal Emails- again not often passed onto staff who can instigate change Patient surveys- take a long time , often old data by the time that change is needed.

How is Patient Opinion different for SSEH ? Anonymity of the authors Quick response by executive to the author Less guarded conversations with patients Different language used- more patient centred Less adversarial then complaints process Shared with peak bodies- CEC, ACI, NSW Parliament Available feedback to all staff Anonymity of authors- more freedom for those who would not necessarily make comment or feedback Quick response- within 72hrs all stories are responded to , unlike complimentary letters which are rarely responded to or the very regulated complaints process Staff can access feedback through links or by just accessing the Patient Opinion website, letters/cards get lost. Often complaints are only delt with by senior staff and the clinicians do not receive the feedback of final report and can be less involved in improvements in these instances. Link to Facebook and twitter – further exposre