How does posting on Patient Opinion affect how people feel about making a complaint? James Munro

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Presentation transcript:

How does posting on Patient Opinion affect how people feel about making a complaint? James Munro

Methods 636 site contributors were ed Whose story was criticality 1 or more Who gave an 58 s bounced One reminder sent

Results 271 responses Effective response rate = 271/(636-58) = 47% 262 complete surveys (96.7%)

To whom do people complain? Frontline admin or clinical staff Pals Complaints dept Chief exec PCT/health board Link/HealthWatch Ombudsman MP, politicians GMC Solicitor Police Media

I felt less like complaining after posting because… “I felt better about it because I had vented my feelings about the situation” “Posting my comment meant I felt I was able to have my voice heard and getting a quick response was an essential part of feeling I'd been heard.”

I felt more like complaining after posting because… “Reading my story back made me realise that I probably should complain” “Seeing it in print made me realise that I felt very strongly about the situation”

I felt less like complaining after the response because… “I felt my concern had been acknowledged, there was a clear explanation of why it happened and it was all in the open. I felt listened to.” “I could see that steps were being taken to remedy the situation for the future and for others”

I felt more like complaining after the response because… “It was as if I was just being ignored and the reply seemed to be an automatic and 'robotic' response.” “I had a response to contact a number and leave my details. I did that and was told someone would get back to me, they never did!”

Some tentative conclusions People don’t see a single channel for feedback or complaint, and some will use multiple channels Posting their story is enough for many people Often, people want (but don’t expect) To be heard To receive a response specific to them To see that an issue has been addressed

Simple message Patient Opinion is not a magic bullet It is a communication tool Like any other, it depends how you use it Unlike any other, it is both personal and global at the same time