2. “We will also encourage more
widespread use of patient experience
surveys and r e a l - t i m e
fe e d b a c k .
We will enable patients to r a t e
s e r v i c e s and clinical
departments according to the quality
of care they received”
Equity and Excellence, 2010
3. F e e d b a c k from patients, carers
and families, and staff will help to
inform… the right c h o i c e of hospital
or clinical department and will
encourage providers to be more
responsive
Equity and Excellence, 2010
4. The NHS and adult social care will
need to focus more strongly on a
number of sources of information, and
b e i n n o v a t i v e in using it…
This will complement information from
patients, service users and carers
available on online services such as …
P a t ie n t O p in io n .
An Information Revolution, 2010
5. The Committee sees great value in
providers constantly viewing the
comments left about them on websites
such as Patient Opinion…
Health Select Committee report, June 2011
6. The Committee strongly supports the
use of tools that allow patients to give
feedback anonymously and that can
demonstrate that c h a n g e s h a v e
b e e n m a d e t o s e r v ic e
p r o v i s i o n based on feedback
received.
Health Select Committee report, June 2011
7. The Department of Health and other central
bodies will, over time, stop providing certain
information where this is better done by the
market.
For instance, w e w i l l n o l o n g e r
p r o v id e p a t ie n t c o m m e n t –
in s t e a d w e w ill s h o w p a t ie n t
c o m m e nt fro m a nu m b e r o f
ro ute s .
DH Information Strategy, May 2012
8. Achieved in the past year
• Improved accessibility
• Greater clarity
o What this is for
o What impacts it has
• Better searching, sharing, integration
• More flexible subscriber features
o Alerting, responding, reporting
o Scheduled reports
9. In coming months…
• Adult social care
• Supporting and following stories
• Post updates on issues affecting multiple
stories
• Subscriber tagging
• Board reports and activity/overview reports
• Central sign-off for multiple responders
• Mapping responsiveness
10.
11. Learning to use online feedback…
• Service improvement
• Customer services culture
• User and carer involvement
• Support shared decision making
• Building public trust
12. This isn’t about control…
…it is about engaging with the stories
people have always told, and will always tell,
about their care.
Your patients want to help.
