1. Models of feedback from health consumers
A/Professor Michael Greco
Founder and CEO
@CEO_POAustralia

2. Franciscan Friar What have you learnt from your patients?
How have they shaped you, both personally and professionally?
You are a product of your patients

3. PEOPLE HAVE ALWAYS TALKED ABOUT YOU

4. Types of Feedback - Individual
Individual - which includes MSF for medical doctors.
Focused on interpersonal/communication competencies, and professionalism.
Patient feedback based on what patients are looking for when healthcare professionals communicate with them;
Colleague feedback based on what a good doctor should do

5. Types of Feedback - organisational
Practice and organisations – for accreditation
eg hospitals and general practice.
Often based on ‘standards of care’

6. What is Patient Opinion?
It’s about stories
Not-for-profit public online feedback service
It’s about carrying the voices of patients and carers into the heart of the health system, in ways which make a real difference to services and culture
It’s about building relationships with those that use the health system, resolving their issues, and reducing formal complaints.
It’s about helping staff learning to ‘walk in the shoes’ of the patient.

7. Mission Our mission is to provide an online platform so that:
people can share honest feedback easily and without fear
stories are directed to wherever they can help make a difference
everyone can see how and where services are listening and changing in response

9. In each service Moderation Alerting Clinical staff CEO Health boards
Porters, reception, catering, cleaning…
Communications, complaints…
Alerting
CEO
Health boards
Nursing, AHP students
MPs
Researchers
Patient groups, Community Councils
Regulators, Standard Authorities
Local authority
Policymakers

10. Feedback prior to Patient Opinion at Sydney/Sydney Eye Hospital
Complimentary letters/cards
Complaints process
Consumer representation at peak committees
Consumer feedback boxes
Social Media such as facebook and twitter
s to the hospital
Patient Surveys
Complimentary letters- stuck on a staff notice board- sometimes they might make the SESLHD Pulse or the Quality letter- no actions or improvements
Social media- often the hospital is unaware of the comments on social media and are unable to respond
Complaints- very formal
s- again not often passed onto staff who can instigate change
Patient surveys- take a long time , often old data by the time that change is needed.

11. How is Patient Opinion different for SSEH ?
Anonymity of the authors
Quick response by executive to the author
Less guarded conversations with patients
Different language used- more patient centred
Less adversarial then complaints process
Shared with peak bodies- CEC, ACI, NSW Parliament
Available feedback to all staff
Anonymity of authors- more freedom for those who would not necessarily make comment or feedback
Quick response- within 72hrs all stories are responded to , unlike complimentary letters which are rarely responded to or the very regulated complaints process
Staff can access feedback through links or by just accessing the Patient Opinion website, letters/cards get lost. Often complaints are only delt with by senior staff and the clinicians do not receive the feedback of final report and can be less involved in improvements in these instances.
Link to Facebook and twitter – further exposre