1. Making Sense – Make a Plan Jane Price. Lead Nurse for Patient Experience

2. Where narrative comes from

3. FOUND IT !

4. Spend five minutes in your groups Read the Thank You letter Discuss the positives Is it all good? Talk about what you do with it

5. Things to remember Premise of truth Subjectivity vs. objectivity Use it all! Never discard Sharing

7. Final Exercise – 20 minutes Read & analyse the complaint letter Highlight learning opportunities – positive & negative Focus on negative Map out a brief action plan Note: who you will share it with

8. NOW WHAT ? Quick wins Easy fixes Long term solutions

9. SCENE Patient/user feedback TAKE What you have learnt ROLL The objective DATE: Set review & complete Prod.Co. Analysis ‘team’ Director: Champion for change Camera: Sustainable changes SOUND: Spreading the word & the work ANALYSING NARRATIVE – DEVELOPING AN ACTION PLAN