SO WHERE ARE WE GOING NEXT?

“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

Feedback from patients, carers and families, and staff will help to inform… the right choice of hospital or clinical department and will encourage providers to be more responsive

Equity and Excellence, 2010

The NHS and adult social care will need to focus more strongly on a number of sources of information, and be innovative in using it…This will complement information from patients, service users and carers available on online services such as …Patient Opinion.

An Information Revolution, 2010

The Committee sees great value in providers constantly viewing the comments left about them on websites such as Patient Opinion…

Health Select Committee report, June 2011

The Committee strongly supports the use of tools that allow patients to give feedback anonymously and that can demonstrate that changes have been made to service provision based on feedback received.

Health Select Committee report, June 2011

The Department of Health and other central bodies will, over time, stop providing certain information where this is better done by the market.For instance, we will no longer provide patient comment – instead we will show patient comment from a number of routes.

DH Information Strategy, May 2012

Achieved in the past year

• Improved accessibility• Greater clarity

o What this is foro What impacts it has

• Better searching, sharing, integration• More flexible subscriber features

o Alerting, responding, reportingo Scheduled reports

In coming months…

• Adult social care• Supporting and following stories• Post updates on issues affecting multiple

stories• Subscriber tagging• Board reports and activity/overview reports• Central sign-off for multiple responders• Mapping responsiveness

Learning to use online feedback…• Service improvement• Customer services culture• User and carer involvement• Support shared decision making• Building public trust

This isn’t about control…

…it is about engaging with the stories people have always told, and will always tell, about their care.

Your patients want to help.