Online feedback & Healthwatch Our plans for Patient/Care Opinion Peter Denton, Healthwatch Manager, 23 September 2013

Collect views, experiences & knowledge of services Provide info & advice to inform choices Report & represent to influence services IT & other systems HW Staff & volunteers HW Board & sub structure © Community & Voluntary Action Tameside 2012 Insight Influence Information Internal Info about what other people think is good/poor about particular services Feedback about the services people have accessed and the choices they make Info about gaps in services Info about service availability Evidence based data and analysis to help to inform service management, planning and commissioning Feedback about how this insight has helped to inform service management and planning

Narrative feedback Rocket Science APETVAPETV ction (something happens)  attern (it’s matched to earlier experience)  motional response (from pattern)  houghts (conscious)  oice (statement of experience) – Agrajag!  What people tell us is filtered by their past experiences and their current motivation.

What does this mean? Patient/service user narrative is: Rich in content A different perspective Informed by emotion A great illustration of what it feels like But: It needs to be analysed and interpreted carefully Attempts to quantify it can be dangerous Is not sufficient on its own to get a full picture of performance

Our vision 3 reasons for Patient/Care Opinion for us: Method to collect consumer experience on a wider range of services (insight) Way to allow people to read about other people’s experiences (information) Tools to identify patterns and trends (influence) Supports our 4i delivery model

Insight + Healthwatch Champions (volunteers) + Paper forms (co-branded) + Freephone line (Sheffield) Target = 1,000 comments p.a.

Healthwatch Champions Trained volunteers: Front door into Healthwatch Profile raising Collect patient stories News so far – in 1 month (using 10 Champions): 310 contacts with members of the public 243 leaflets/post cards given out 76 newsletters taken 20 ‘Tell your story’ forms taken 17 membership forms taken 9 information signposting requests made 4 patient stories formally recorded 20 patient/service user comments noted

Information

Influence Indicators only – pointers to things to look into in detail.

In summary… It’s a useful way to gather and analyse complex data It supports all external elements of our delivery model It requires careful interpretation Partnership model means stakeholders can all engage and share data Bonus: It’s a public resource we can direct people to – e.g. an adverse news story may not always be a balanced reflection of care delivery…

THANKS Any questions?