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?