Patient Opinion: patient engagement for the 21st century James Munro www.patientopinion.org.uk

Patient feedback on the web? Too late! It’s happening already

The cost of voice is now zero On the web, everyone can have a voice But Having a voice is not the same as being heard Being talked about is not the same as having a conversation Feedback alone may not be enough

On the web, everyone can have a voice

But

Having a voice is not the same as being heard

Being talked about is not the same as having a conversation

Feedback alone may not be enough

Can the web help create social value from feedback?

Find comments on local services

About half of our feedback is positive

But some patients have a bad experience

Some postings change local services

Engaging with patients Easy for the NHS blogging Patient Opinion Formal complaints Surveys YouTube, Flickr, RateMDs.com Litigation Hard for the NHS Easy for the public Hard for the public

What Patient Opinion does Navigation Translation Privacy Incentives for NHS response Incentives for improvement Patients Services

Navigation

Translation

Privacy

Incentives for NHS response

Incentives for improvement

Activity on Patient Opinion 20,000 pages per day 5,000 comments so far 50 NHS organisations engaged

Types of feedback

Socio-economic status of contributors Least deprived 20% of population Most deprived 20% of population

Future plans

Where now? Feedback is a start But can it make services better? Incentives for responsiveness Web tools for supporting change Service level change Individual level change “ Co-creation” Can users and staff work together?

Feedback is a start

But can it make services better?

Incentives for responsiveness

Web tools for supporting change

Service level change

Individual level change

“ Co-creation”

Can users and staff work together?

Sustaining Patient Opinion

Sustaining Patient Opinion Aim: an ethical and sustainable business Subscriptions NHS organisations Patient groups, MPs, others Subscriptions aim to Broaden and deepen involvement Encourage responsive services Create public value from public feedback

Aim: an ethical and sustainable business

Subscriptions

NHS organisations

Patient groups, MPs, others

Subscriptions aim to

Broaden and deepen involvement

Encourage responsive services

Create public value from public feedback

www. patientopinion .org.uk Visit us to find out more