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

Imagine a world where Service users and carers can give honest feedback safely and easily Staff know how their care is experienced Services can make constant improvements based on feedback Everyone can see how you are listening and changing in response

Care Opinion in brief Online narrative feedback oFrom any user, carer, relative oAbout a specific service oModerated and public Relevant agencies are alerted oMay post responses oMay show actions taken oMay create reports

StoryResponse Change Responses may be from provider, commissioner, regulator, HealthWatch etc Author may also add further responses All participants kept informed by alerts Empowerment Being heard Going on the record Transparency Responsiveness Learning Service improvement Staff/org development Culture change

Our moderation principles Enable a clear, timely, public, constructive conversation about care Make giving feedback safe and easy for patients, service users and carers Encourage authentic feedback, based in personal experience Treat staff legally and fairly

Issues in our care home pilot protecting user identity, when services are small or residential, or feedback is posted by a carer or relative avoiding staff defamation achieving worthwhile volumes of feedback ensuring feedback notification can exist where /online access/skills are limited the risk of bias if the publication of negative feedback is blocked by legal threat

Proposed CO moderation: 1 Story PO moderation Reject Provider Not publishPublish Safeguarding

Proposed CO moderation: 2 Story PO moderationProvider RestrictedPublish Public interest body Reason Comment

Existing approachesCare Opinion's approach CentralisedCentralised and distributed All or nothingLevels of publication Moderator takes entire publication riskPublication risk is shared No role for national or local quality/regulatory agencies National/local agencies have a role in monitoring provider transparency Involvement of providers is relatively unimportant Involvement of providers is important Relationship with providers may become adversarial Relationship with providers aims to be collaborative Key aim is consumer information in a competitive market Key aim is quality improvement and enabling users/carers to make a difference Moderation, in brief

Potential benefits A voice for you and your users Celebrating successes Professional satisfaction and pride Increasing the profile of good care Sharing good practice Improving own services Saving money Stories for professional development and reflection within the team

From April 2013, we will also pool the comments from high-quality feedback websites onto a feedback area of the provider quality profile Caring for our future: reforming care and support July 2012