UNDERSTANDIN G PATIENT OPINION. PEOPLE HAVE ALWAYS TALKED ABOUT YOU.

UNDERSTANDING PATIENT

OPINION

PEOPLE HAVE ALWAYS TALKED

ABOUT YOU

THE WORLD HAS CHANGED…

77% of UK adults are online at least daily

Source: Government Digital Service

WHAT CHANGE?

SERVICES

RELATIONSHIPS

CULTURE

Jane Danforth, involvement officerNottinghamshire Healthcare NHS Trust

“Patient Opinion is starting to change the way we do things in the trust.Staff get a real lift from postings that praise what they do. When we can’t do what people ask, we can at least explain why things are the way they are.”

Ian Mackenzie, director of facilitiesSurrey & Sussex Healthcare NHS Trust

“Working with Patient Opinion says that you have the confidence in your organisation to talk about it honestly, and enable other people to talk about it in the same way”

How does change happen?

• People need to be involvedo Don’t keep patient stories at the edgeso Do allow them to flow through the organisation

• Stories are for tellingo Don’t see feedback as items to be processedo Do see feedback as stories to be shared

Make patient stories part of your everyday culture• Board, exec and other meetings• Intranets and notice boards• Reports to directors• Patient/carer groups• Non-execs• Healthwatch and related bodies

Barbara, colorectal nurse specialistNorthumbria