Patient Opinion Learning and Sharing Workshop 14 March 2012 Sharon Hammell Head of Communications and Engagement Scottish Ambulance Service.

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Presentation transcript:

Patient Opinion Learning and Sharing Workshop 14 March 2012 Sharon Hammell Head of Communications and Engagement Scottish Ambulance Service

Capturing Patient Feedback MRUK Patient Survey Better Together Carers Survey Viewpoint bespoke system which captures and tracks response to Four Cs Ongoing PFPI activity Air Ambulance Re-Procurement PTS Improvement Programme Research and development activity diabetes, falls patients Staff Leadership Patient safety WalkRounds Media stories

Patient Opinion - Considerations ? What will the volume of feedback be? Who will be responsible for replying? What level of governance will we put round replies? What if the media use the site for sourcing stories? How will staff feel about seeing responses to feedback?

Patient Opinion - Considerations Feel the Fear and Do it Anyway

What Are We Doing With Feedback?

What Are We Doing with Feedback?

Positive Experiences Are Important, too