1. Systems Thinking: Patients Opinion Dr Paul Hodgkin #cciolip

2. And use it to talk about us…..

3. They can find each other …..

4. And get organised..…..

5. We have both surveillance and sous-veillance

6. Look at the wave not the boat…..

7. Some things people want when from using social media in relation to their health care? Information Solidarity They want a conversation not to be treated as data They want to help They want us to respond from the heart

10. Story Relevant staff ResponseComment 1 Service User Comment 2 Patient Organisations CQC and Monitor GP Consortia HealthWatch, H&W Boards National government, and MPs Automatic notification – PO only Comment from patient – PO only Service improvement

11. Organisations displayed here can include trusts, CCGs, HW and CQC Using transparency to drive cultural change

12. Number of people using a service IndifferentConcerned Passionate Lowstrength of feeling High Known/Complaints Thoughtfully passionate people (who it now costs little to identify) © Patient Opinion The ‘thoughtfully passionate’ are key to improving services

13. How to drive this further and faster Extension to adult social care – March 13 Channel 4: Embarrassing Bodies and One Born Every Minute ‘Friends and Family’

14. Thank You Paul Hodgkin Paul.hodgkin@patientopinio.org.uk www.patientopinion.org.uk

15. ‘The fact that the story was public made the Trust much more attentive to what the patients were saying. In fact the whole thing was sorted out in about a week’ Manager from Nottinghamshire Health Care Trust

16. Trusts with the most stories on NHS Choices and Patient Opinion