1. How online feedback is changing the NHS

3. People are talking about healthcare services all over the internet Photo courtesy flickr.com It’s already happening…

4. So, who are Social enterprise, based in Sheffield Independent of the NHS Harnessing the wisdom of the patients, service users, carers and staff – those who truly know what it is like in services Opening up dialogue for change

5. Feedback made easy Feedback goes direct to Inbox Setting up staff on system Easy access to support from PO Control of who listens and responds stays with the trust Majority of postings are positive-spread thanks and good practice Editorial policy keeps process safe

16. Relevant staff Health Board Response Author comments.. Comments from others.. Patient Groups CHC Local government National government and MPs Automatic notification Comment from patient publish Voluntary Sector

18. Pros for Staff in all MH Services Story relevant to your role delivered straight to your e mail inbox Stories celebrate good practice and point way to service improvements Helps services to fulfil obligations to consult and involve wider range of service users at low cost Structured conversation that is different from complaints

19. “We will also encourage more widespread use of patient experience surveys and real-time feedback. We will enable patients to rate services and clinical departments according to the quality of care they received” Equity and Excellence, 2010

20. “ the NHS and adult social care will need to focus more strongly on a number of sources of information… …information collected from staff and patients or service users through surveys, real-time feedback, ratings of services, and Patient Reported Outcome Measures… …information from patients, service users and carers available on online services such as iWantGreatCare and Patient Opinion.” Liberating the NHS: An Information Revolution, 2010

21. In their words: What patients think about our NHS, February 2011

28. Our goal 100,000 stories donated to Patient Opinion each year Better services NHS providers use stories to make 1,000 changes every year Better choices Stories used for “choose and book” Better governance Stories are directed to CQC, commissioners, MPs etc Empowered communities NHS Nudge will help people lead local service change Feeling better People sharing stories feel better, and create social solidarity Better professionals HEIs use stories to train and develop professionals

30. Quality Accounts The boards of provider organisations are ultimately responsible for the quality of care provided across all service lines. The primary purpose of a Quality Account, therefore is to spur boards and leaders of healthcare organisations to assess quality across the entire range of their healthcare services, with an eye to continuous quality improvement.

31. White Paper We will enable patients to rate services and clinical departments according to the quality of care they received, and we will require hospitals to be open about mistakes and always tell patients if something has gone wrong. We will also encourage more widespread use of patient experience surveys and real-time feedback. We will also require that staff feedback around the quality of the patient care provided in organisations is publicly available

32. tim.hunt@patientopinion.org.uk paul.hodgkin@patientopinion.org.uk