Short sumary of Patient Opinion and Care Opinion and how they work

2. Patient Organisations
CQC and Monitor
GP Consortia
Automatic notification
Service Relevant
User
Story Response Comment 1 Comment 2 Service improvement
staff
Comment from patient
HealthWatch, H&W Boards
National government, and MPs
Who listens to your story?

4. CCGs
Health services
Patient Organisations
CQC
Automatic notification
FT staff Response Comment Hospital
improvement
Service Story covers both Comment
User Care home Response responses Care home
staff improvement
Comment from patient
Local Authorities, HealthWatch
Social care
National government, and MPs
Conversations on Patient Opinion and Care Opinion
cover both health and social care

5. How stories improve integration across health and social care
Care Home
“The ambulance arrived quickly” Ambulance
Daughter
Local NHS FT hospital
Ambulance
“We really liked the step down home
but it was awful arriving there at 22.00
Step down facility after waiting all day for the hospital to
discharge her”
Daughter
Ambulance
Social care Care Home
Health services
“We often find residents coming
back to us late at night”
Care home comment Community physio

6. The ‘thoughtfully passionate’ are key to improving services but until now
have been hard to identify. These patients and carers want to help improve
Services. Platforms like Patient Opinion dramatically reduce the cost of finding them
Number
of people Thoughtfully passionate people
using a (who it now costs little to identify)
service
Known/Complaints
Indifferent Concerned Passionate
Low strength of feeling High
© Patient Opinion

7. Better services
NHS and social
care providers
make 1,000s of
changes every
Integrated year Better choices
services
People have more
Stories from both
information about
health and social
which service to
care drive
choose
integration
Our goal
Citizens donate
Better 50,000 stories Better
professionals Patient Opinion governance
HEIs use stories every year Stories are
to train and directed to CQC,
develop commissioners,
professionals MPs etc
Feeling better Empowered
People sharing communities
stories feel better, PO will help
and create social people lead local
solidarity service change
Stories are used in many ways