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Editor's Notes

• #2: Patient Opinion is about listening to and responding to patient and carer feedback online. But it is about more than that – it is about getting real impact and value from real-time feedback too. This presentation shows how others are already doing that.
• #3: People are using Patient Opinion in many different services and in many different ways. More than one kind of impact is possible – and, on the we, the benefits of open, honest communication are not restricted simply to the person who posts the feedback and the person who responds. Many organisations and many people can be involved and gain value from the feedback.
• #4: The spiral of increasing impacts: We have found that it takes time and experience to learn how to make the most of online feedback. People often start by thinking this is about data – the web as a big survey machine. Well, there is data – but if you think that’s all this is about, you’ll miss a lot of the value. Some people think of the web like a newspaper – so anything published there could affect reputation, and the point is to protect reputation. Again, this may be true – but again, if you stop there you are missing a lot of what is happening. At PO we have tended to think in terms of service improvement. The feedback on Patient Opinion often tells you not just what could be better, but also how to make it better. And many of the things patients raise are issues that are very simple, and small, but very important. Often they can be resolved very simply, without much cost and without much management time. Finally, in some organisations which have used PO the longest, we start to see real culture change – staff and patients seem to develop a different kind of relationship, staff positively welcome feedback and seek it out, and want to show how they are making improvements in response to patient experiences. And they take a real pride in the services they provide because they – from the feedback they are getting day to day – that patients value their services.
• #5: So here’s some slides for the people that love data
• #6: Patient Opinion allows you to create reports of your feedback whenever you like. We have some simple, straightforward reports online for all subscribers. You can export our reports to Word, excel or PDF for sharing and printing.
• #7: This one looks at the response rates of trusts across a region. If a trust never responds to patient feedback, what message does this give to those who provided the feedback?
• #8: We are just developing this report – the idea is to show, across a trust, how different services are reacting to feedback. You can see in this trust (Tameside) that almost all postings are getting a response – but a few departments are attracting more concerns than others. So far, only one department has posted an improvement on the site.
• #9: An example of reputation management
• #10: This posting raises a concern about parking. The response seems more concerned by reputation than by addressing the difficulty the patient has encountered.
• #12: An example of using Patient Opinion to support the involvement agenda of a trust In long term conditions, user involvement in services is moving up the agenda.
• #13: A fantastic example of how really listening to someone, and responding with great respect and empathy, can turn a relationship around.
• #14: This is an important point – the internet can include many more people than it excludes. On PO we have feedback from people with mental illness, learning disability, drug addiction, homelessness, incontinence, cancer…. And the great thing is this: once a person gets their feedback online, it is there along with everyone else’s – everyone is equal on the web.
• #15: Some examples of service improvement
• #16: Here’s a great example of a primary care addiction service using PO to show users how their feedback is leading to a better service.
• #17: And this response from a director of midwifery in London went on to explain exactly how this woman’s feedback would be used with staff to improve the service.
• #18: We have some early signs of culture change in some services. What if we could bring the patients voice right into the heart of care, on a daily basis? Of course, with some safeguards! The following pictures are just ideas of how we might do this – we are looking for willing partners. The technology needed is already in place.
• #21: Finally, sometimes it is enough just to show that the organisation really does have a human face. Otherwise, how are people to know?
• #22: Responses don’t have to be complicated! And it is best if they are from the heart – not too formal.
• #23: Sometimes, users just want to know that they are noticed by the services they rely on.