1. UNDERSTANDING PATIENT OPINION

2. Francis Maude, Minister for Cabinet Office, 11 June 2012
“Digital is not another channel, it is the delivery choice for this generation”
Francis Maude, Minister for Cabinet Office, 11 June 2012

5. Imagine a world where
Patients and carers can give honest feedback safely and easily
Everyone can see how well services are listening to those they serve
Staff know every day how their care is being received
Staff are learning every day from patients and carers

11. Show how feedback leads to change
Say what you will do
Then post an update when you do
Or say what you have done
Many things can change
Staff awareness and attitudes
Policies and practices
Environment, communication
Culture

14. How does change happen? People need to be involved
Don’t keep patient stories at the edges
Do allow them to flow through the organisation
Stories are for telling
Don’t see feedback as items to be processed
Do see feedback as stories to be shared

15. Involving more people Patients, service users, carers
LINks, HealthWatch, patient groups
People within your organisation
Patient experience, pals, complaints, customer care, quality improvement
Service managers
Front line staff
Directors, non-execs, members, governors

16. It’s easy to involve people
Adding members in subscriber role
Quick and easy
Safe – no risks
Keeps people informed
We will display on the site
Our newsletter, blog, twitter feed

20. PO and your culture Patients are telling stories about you
Within your service:
What stories do you tell about patients’ stories?
How do you respond to the stories they tell?
What stories do you tell about your responses?
You have real opportunities to show
What we care about
How we behave
What we reward

21. Make patient stories part of your culture
Ward/department meetings
Notice boards
Reports to directors
Patient/carer groups
Trust non-execs and governors
Patient LINk/HealthWatch

22. What’s your story?