Tim Hunt and Jason Gough

Engaging online to improve Services

So, who are ? • Social enterprise 5 years old, based in

Sheffield• Independent• Harnessing the wisdom of the service users,

carers and staff – those who truly know what it is like in services

• Opening up dialogue for change

It’s a new way to engage… the web is more conversational and personal.

Relevant staff

Provider Response

Author comments..

Comments from others..

SU Groups

DAT

Healthcare Agencies

Local Govt

Employment Agencies

Automatic notification

Comment from SU

publish

PO in Addiction Services

• Where it started• How did Service Users react• Feedback that led to service

improvements• How did it develop for staff and service

users• Transferable Model

Why now?

• NTA Pilots• How it fits with Recovery• Accessibility• Quality Measure

Keeping it safe• Protecting Staff and SUs• Legal Advice• Good Practice Guidelines• Editorial Policy• Repeat Postings/ “Vexatious

Complaints”

Research and evaluation

Birmingham University

& Tavistock Institute

Malte Ziewitz’ PhD

NESTA MH pilot evaluation

Hansard Society case study

BBC Radio 4 investigation

Delivery of Online Feedback

• Commissioners engage with PO-clear expectations and responsibilities

• List Providers on the site-draw up programme of sustaining postings

• Support Staff through WEBEX training

• Work with Volunteers, Service users and Carer groups

• Active monitoring and review

What you get?

• A birds eye view of the impact of service• Distance travelled feedback from different

points on treatment pathway• Qualitative information to inform PBR• A robust way to monitor quality and

improve services• Evidence of engagement with service

users and carers to demonstrate to commissioners and stakeholders

Generating Postings

• Look at Services and Care Pathways• Engage with themes and specific topics• Distance travelled• Integrate with current practice• Get SUs and Volunteers involved• Build momentum

Final points• As much about good practice as

improvements• People value anonymity and

independence• Easy to get involved• Many people value online feedback as

alternative to complaints