Simon Jarvis discusses patient opinion and engagement at a hospital over the past 6 years. The hospital collected 392 patient stories which helped drive cultural changes, though doctors were initially suspicious of patients' feedback. Publishing genuine responses to feedback online has helped avoid formal complaints, allowed the hospital to be more responsive, and given patients an easy way to provide input. It also provides transparency and keeps teams focused on continued improvement. Next steps include expanding use of the patient opinion website, introducing video stories, making patient experience part of revalidation for doctors, and including the website on clinical letters sent to patients.

1. Patient Opinion
Our Story!
Simon Jarvis
Head of Patient Engagement & Patient Services

2. Background
• 392 stories over 6 years
• Needed a culture change
• Doctors were suspicious
• Responses had to be genuine

3. The Impact
• Avoid formal complaints
• Responsive.....

4. The Impact

5. The Advantages
• Complainants tell us ‘it’s easy’
• We’ve recruited for ‘goldfish bowl’ workshops
and video stories
• There’s no hiding 
• Allows us to showcase what changes we’ve
made
• Keeps teams focused

6. Next Steps
• Widen the reach of Patient Opinion
• Introduce video stories??
• Patient Experience is part of revalidation
• Include website on clinical letters