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How online feedback is changing the NHS

Discover how online feedback is revolutionizing healthcare services. A social enterprise based in Sheffield is empowering patients, service users, carers, and staff to share their experiences and drive positive change. With easy access to support, control over who listens and responds, and a focus on spreading thanks and good practices, this platform is transforming the way feedback is collected and utilized.

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How online feedback is changing the NHS

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  1. How online feedback is changing the NHS

  2. It’s already happening… People are talking about healthcare services all over the internet Photo courtesy flickr.com

  3. So, who are • Social enterprise, based in Sheffield • Independent of the NHS • Harnessing the wisdom of the patients, service users, carers and staff – those who truly know what it is like in services • Opening up dialogue for change

  4. Feedback made easy • Feedback goes direct to Inbox • Setting up staff on system • Easy access to support from PO • Control of who listens and responds stays with the trust • Majority of postings are positive-spread thanks and good practice • Editorial policy keeps process safe

  5. Patient Groups CHC Voluntary Sector Automatic notification Relevant staff Health Board Response Author comments.. Comments from others.. publish Comment from patient Local government National government and MPs

  6. Pros for Staff in all MH Services • Story relevant to your role delivered straight to your e mail inbox • Stories celebrate good practice and point way to service improvements • Helps services to fulfil obligations to consult and involve wider range of service users at low cost • Structured conversation that is different from complaints

  7. “We will also encourage more widespread use of patient experience surveys and real-time feedback.We will enable patients to rate services and clinical departments according to the quality of care they received” Equity and Excellence, 2010

  8. “ the NHS and adult social care will need to focus more strongly on a number of sources of information… …information collected from staff and patients or service users through surveys, real-time feedback, ratings of services, and Patient Reported Outcome Measures… …information from patients, service users and carers available on online services such as iWantGreatCare and Patient Opinion.” Liberating the NHS: An Information Revolution, 2010

  9. In their words: What patients think about our NHS, February 2011

  10. Quality Accounts • The boards of provider organisations are ultimately responsible for the quality of care provided across all service lines. • The primary purpose of a Quality Account, therefore is to spur boards and leaders of healthcare organisations to assess quality across the entire range of their healthcare services, with an eye to continuous quality improvement.

  11. White Paper • We will enable patients to rate services and clinical departments according to the quality of care they received, and we will require hospitals to be open about mistakes and always tell patients if something has gone wrong. • We will also encourage more widespread use of patient experience surveys and real-time feedback. • We will also require that staff feedback around the quality of the patient care provided in organisations is publicly available

  12. tim.hunt@patientopinion.org.uk paul.hodgkin@patientopinion.org.uk

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