1. It’s not rocket science……
Gina Alexander | Patient Opinion
@ginaaalexander

2. Type in here

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

5. Every person,
every time

11. “Further to your initial enquiry we have pleasure in informing you that a 'place of safety' commenced in April 2011 and is based at the Caludon Centre.
Thank you for your feedback which has highlighted a need, which has now been addressed.”

13. “He spend a total of ten weeks in hospital
“He spend a total of ten weeks in hospital. I cannot fault any aspect of his care and have nothing but praise for Dr Wilson and his team. If anyone in Raigmore deserves a gold medal it is Dr Wilson on ward 5.”

16. “…I along with my fellow colleagues have taken your feedback on board and we have now put in place the following changes: -
Clearly writing on the information board at the clinics reception desk what clinic/s are running late and how late they may be running.
Informing all patients verbally either on an individual basis or by announcing clinic running times in the clinics waiting room.
I'd like to thank you for taking the time to let us know all about this. I hope this is an acceptable response and once again I apologise.
With regards
Claire”

17. How can we make compassion reliable?
Jason Leitch

19. Top tips
“corporate language and defensive postures don’t cut much ice”
James Munro | Director of Research
Patient Opinion
The Guardian, December 2011

20. Top tips No stock responses. Make the response personal.
Deal with the issues.
Say what you will do.
Timing is all.
Use the data.
Actively engage online
Philip Dylak | Director of Nursing
Tameside Hospitals NHS Foundation Trust

21. The Patient Opinion guidance
Empathy and understanding
Apologising
Explaining what normally happens or why things happen
Saying what you will do with the feedback
Saying what you will do to make an improvement
Give a short response followed by a fuller one
Giving options about what the author could do next
Linking to other sites

23. Stories are data with a soul….
Brene Brown
Statistics are people with the tears wiped off
Paul Brodeur

24. www.patientopinion.org.uk gina.alexander@patientopinion.org.uk
@ginaaalexander
Facebook | Patient Opinion

25. How Patient Opinion goes beyond insight
Patient Groups
Ombudsman
Scottish Government
Automatic notification
The
Person
Relevant staff
Story
Response
Comments
Improvement
Comment from person
Regulators
Scottish Health Council
Healthcare Environment Inspectorate