2. “Digital is not another channel, it
is the delivery choice for this
generation”
Francis Maude, Minister for Cabinet Office, 11 June 2012
3.
4.
5. 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
6.
7.
8.
9.
10.
11.
12. 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 attitudes
o Policies and practices
o Environment, communication
o Culture
13.
14.
15. How does change happen?
• People need to be involved
o Don’t keep patient stories at the edges
o Do allow them to flow through the organisation
• Stories are for telling
o Don’t see feedback as items to be processed
o Do see feedback as stories to be shared
16. 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 managers
o Front line staff
o Directors, non-execs, members, governors
17. It’s easy to involve people
• Adding members in subscriber role
o Quick and easy
o Safe – no risks
o Keeps people informed
o We will display on the site
• Our newsletter, blog, twitter feed
18.
19.
20.
21. 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 about
o How we behave
o What we reward
22. 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
