1. working with Bromley Healthcare and Patient Opinion Amanda Mayo Head of Nursing 5 November 2014

2. working with First involvement with Patient Opinion NHS111 in Spring 2012 NHS111 was in the public spotlight and not for good reasons!

3. working with Initial concerns Scared about what might be posted Public exposure of failings How could we demonstrate our learning from postings? Almost too transparent in a developing service?

4. working with What happened when we started using Patient Opinion? We had mainly positive and encouraging postings We had some challenging ones – one resulted in declaration of a SI however we were able to look at the patient journey as a result Able to improve care for patients e.g. special patient notes

5. working with What happened next? Moved to Bromley Healthcare Innovative Social Enterprise delivering 42 community services both in and out of Bromley Discussed introducing PO to the organisation

6. working with What happened next? PO came and talked about product to CEO Main reasons: –to increase ways patient’s/carers/ relatives can become involved in shaping our organisation –Enhance transparency with honest and meaningful feedback –Supported our work to embed The Francis Reports recommendations

7. working with Challenges / Positives! Slow start Supported by PO Regular con calls and a project plan Getting staff on board PO information on all appointment letters Open session at our bases Postings go straight to our commissioners Quick responses to postings by the CEO or Head of Nursing

8. working with Our postings My child has a problem Amazing help and support after our daughters diagnosis Thanks for support from the breast feeing drop in groups Staff have made my stay here that bit better My only concern is that there is not enough staff Cognitive behaviour therapy in Bromley The district nurse went above and beyond her duty Friendly, caring service Staff listened and got it Dietician has a real dedication and truly cares The nurse was incredibly helpful professional friendly and welcoming Bromley Intermediate Dermatology service I find this to be a superb service Without their help and support the situation would have been intolerable I waited a long time but the staff were fantastic When I chase appointments they say they are busy Amazing help and support after our daughters diagnosis Bull by the horns

9. working with Moving forward Developing process for demonstrating change from postings Developing own promotional literature Embedding PO in staff minds Staff responding directly to postings

10. working with Thank you Any questions ………………………….