1. Working with Patient Opinion John C Hamilton Head of Board Administration NHS Greater Glasgow & Clyde NHS Board Complaints Officer under 1985 Act 25 years’ experience in Complaints Ombudsman Reports – same messages

2. WHY? We need to get beyond the rhetoric We all claim to be listening, caring organisations with one vision - wanting to treat you as an individual And, yes, some see complaints as a burden. They are not treated as gems as frontline staff and complaints officers are already too busy Until we move beyond that, it will ever be thus

3. So what does Patient Opinion give us that is different? Simple to use Accessible to most Comes – from your living room Instant Creates genuine constructive public exchanges

4. So what are our responsibilities? Take the postings seriously Show we care and say so – and mean it Own the posting and feel responsible for it and the response Keep it personal and “informal” Drop the “years of training in letter-writing!” Be yourself – say it the way you would wish your own relative to receive such a message Be honest, respectful and appreciate all feedback and apologise Cover all points Show improvements – see on next visit – and tell us

5. But “we are too busy for such a personal service!” Person making the posting is busy too – but saw a way to help us improve – deserves our time Patient Opinion postings are so much easier and less time-consuming than formal complaint letters

6. So, what do we get from Patient Opinion? Instant feedback to improve our services Hear more positive messages about our staff than ever before Easy to use public exchanges Positive aspect As above Has lifted morale in areas targeted for Patient Opinion activity

7. Implementing Patient Opinion and future plans Pilot – assess against criteria and Quality & Development Group will determine next steps Overcome barriers Busy Directors – under pressure – another burden: –Draft responses for them –Lets them see benefit –Avoids time-consuming formal complaints

8. Helpful, informal feedback, no personal health information and chosen form of communication by the patient So, let’s support it, embrace it and improve how we do things We have a choice – change the culture and prioritise or status quo!

9. Questions