This document discusses how patient feedback can help improve healthcare services. It provides examples from reports that emphasize listening to patient complaints and experiences. The document describes a world where patients can safely and easily provide honest feedback about their care. It introduces Patient Opinion as a platform where healthcare providers can receive this feedback, respond publicly to stories, and track how they are improving services based on patient input. Key features of Patient Opinion are described, such as alerting the right staff to respond and generating reports to share feedback. Quotes from healthcare workers note how Patient Opinion has helped them focus on changes needed and empowered patients.

1. How patients are helping
the NHS get better
Sarah Ashurst
www.patientopinion.org.uk

3. Keogh Report, July 2013
“Patients, carers and members of the public…
should be confident that their feedback is being
listened to and see how this is impacting on their
own care and the care of others.”

4. Berwick on Mid Staffs
“Warning signals abounded and were not heeded…
Especially costly was the muffling of the voices of patients
and carers who took the trouble to complain but whose
complaints were too often ignored.”

5. Imagine a world where
Patients and carers can give honest feedback
safely and easily
Staff know how their care is being received
Services can make constant improvements
based on feedback
Everyone can see how services are listening and
changing in response

10. Story
Moderation Alerts
Responses
Learning
+
change

11. Patient
and carer
stories
Health and
social care
providers
Regulators
Commissioners
Learners,
educators,
researchers
HealthWatch
patient groups

13. What is “listening”?
Organisational Relational
One-way Two-way
Process based Empathy based
Unequal Equal
Not empowering Empowering
Informative Transformative

14. The world is changing – fast
Old world New world
Hierarchy Network
Broadcast Conversation
Hiding Sharing
Few Many
Closed Open
Passive recipients Active participants

16. Patient Opinion features
Helping you to build better relationships through
openness, honesty and transparency

17. • Make sure everyone is alerted and the right people can
respond
• Scheduled reports by trust/site/department
• Respond to NHS Choices postings via Patient Opinion
• Story can be tagged to multiple providers - see the
whole care pathway
• Multiple responses per story
• Show the patient, the public, your commissioners that
you are making changes

18. Smart Alerts

19. Who did we notify?

20. Online feedback is different to
online engagement
Patient Opinion is not just data collection and not
always a route into complaints

21. Staff Seemed Annoyed at me
The staff at jessops were very horrible to me, I came in jessops with strong contractions, the staff was
very annoyed as I didn't phone them before I came in even though I told them each time I was trying
to phone them it was engaged.
Staff was very unprofessional as they kept on laughing when I was screaming in agony.
Staff didn't believe me when I told them I was in agony and that I wasn't coping with pain, they just
wanted me to leave and come back later, but the baby was on her way out.
Aftercare at jessops was even worse as I had catheter in and couldn't move I was pressing the buzzer
for help they'd come 5-10 minutes later and seemed annoyed as I pressed buzzer.
When I needed baby feeds I had to asked in the staff room, but they were sitting in a big circle
enjoying tea and biscuits and chatting away, they were fully aware of my presence but they ignored
me.
On the day I was leaving the hospital, I was going to used a bathroom and there were 2 midwives they
was laughing and joking with each other, then one of them said to me lose some weight, I was
appalled by the staffs attitude and behaviour.
Lastly bit of the hospital I saw were very untidy with dried blood stains in some areas.

22. Response from Sheffield Teaching
Hospitals
Dear Kathleen
Thank you for taking the time to give us your feedback regarding your
recent experience of our services. I am very sorry that you have had
cause to raise concerns regarding the standard of care you have received.
We would like to be given the opportunity to investigate this further and
respond to you in more detail. If you would like us to investigate your
concerns further, please contact our Patient Services Team on either
0114 2712400 or pst@sth.nhs.uk and they will take additional details
from you.
Thank you once again.

23. Update posted by the patient
I'd rather forget about my experience at Jessops, and
move on with my life. Hopefully I won't ever be in that
situation again. I told my story so the hospital service can
improve for other patients in the future.

25. “It’s nice to be
able to show
what changes we
have made. It just
shows that we’re
doing what we
should be doing,
really.”
Toni Morley -
volunteering
support officer

26. “More than just
listening, it has helped
us to focus on what
we can change to
improve our service.
We’ve learnt that
Patient Opinion gives
patients a powerful
voice, which in turn has
empowered us.”
Lisa Metcalf,
podiatrist

27. http://vimeopro.com/patientopinion/patient-opinion-exemplar-series/video/122309753

28. Questions?Go on, ask me. I am nice.
Sarah Ashurst - Senior subscriber support officer
Sarah.Ashurst@patientopinion.org.uk