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UNDERSTANDING PATIENT
OPINION
“Digital is not another channel, it is the delivery choice for this generation”
Francis Maude, Minister for Cabinet Office, 11 June 2012
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
Show how feedback leads to change• Say what you will do
o Then post an update when you do• Or say what you have done• Many things can change
o Staff awareness and attitudeso Policies and practiceso Environment, communicationo Culture
How does change happen?
• People need to be involvedo Don’t keep patient stories at the edgeso Do allow them to flow through the organisation
• Stories are for tellingo Don’t see feedback as items to be processedo Do see feedback as stories to be shared
Involving more people
• Patients, service users, carers• LINks, HealthWatch, patient groups• People within your organisation
o Patient experience, pals, complaints, customer care, quality improvement
o Service managerso Front line staffo Directors, non-execs, members, governors
It’s easy to involve people
• Adding members in subscriber roleo Quick and easyo Safe – no riskso Keeps people informedo We will display on the site
• Our newsletter, blog, twitter feed
PO and your culture
• Patients are telling stories about you• Within your service:
o What stories do you tell about patients’ stories?o How do you respond to the stories they tell?o What stories do you tell about your responses?
• You have real opportunities to show o What we care abouto How we behaveo What we reward
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
What’s your story?