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Post on 27-Nov-2014
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Hello
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Patient and carer feedback is moving centre stage
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
Feedback from patients, carers and families, and staff will help to inform… the right choice of hospital or clinical department and will encourage providers to be more responsive
Equity and Excellence, 2010
Feedback from patients, carers and families, and staff will help to inform… the right choice of hospital or clinical department and will encourage providers to be more responsive
Equity and Excellence, 2010
The NHS and adult social care will need to focus more strongly on a number of sources of information, and be innovative in using it…This will complement information from patients, service users and carers available on online services such as iWantGreatCare and Patient Opinion.
An Information Revolution, 2010
So what are NHS organisations actually doing with Patient Opinion?
Depends on your metaphor
• Survey?
• Newspaper?
• Feedback?
• Care?
• Relationship?
Culture change
??
Reputation
Data
Involvement
Service improvement
Data
What are people saying about…?
Reputation
How do we look?
Involvement
How do we empower our users and carers?
Service improvement
How do we continuously improve?
Culture change
Bringing the patient voice into the heart of care
Or just being human
Giving the organisation a friendly face
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