The document discusses patient feedback and engagement for healthcare in the 21st century. It notes that while the web allows everyone to have a voice, having a voice does not mean being heard or having a conversation. Approximately half of the feedback on Patient Opinion is positive, but some patients have negative experiences. Some feedback on the site has led to changes in local healthcare services. The document also provides statistics on activity and usage of the Patient Opinion website, which allows patients to provide feedback on healthcare services. It aims to make services better through incentives for responsiveness and tools to support change based on patient feedback.

1. Patient Opinion: patient engagement for the 21st century James Munro www.patientopinion.org.uk

3. Patient feedback on the web? Too late! It’s happening already

10. Can the web help create social value from feedback?

12. Find comments on local services

16. About half of our feedback is positive

18. But some patients have a bad experience

22. Some postings change local services

25. Engaging with patients Easy for the NHS blogging Patient Opinion Formal complaints Surveys YouTube, Flickr, RateMDs.com Litigation Hard for the NHS Easy for the public Hard for the public

27. Activity on Patient Opinion 20,000 pages per day 5,000 comments so far 50 NHS organisations engaged

28. Types of feedback

29. Socio-economic status of contributors Least deprived 20% of population Most deprived 20% of population

30. Future plans

32. Sustaining Patient Opinion

34. www. patientopinion .org.uk Visit us to find out more