tim hunt and jason gough engaging online to improve services
TRANSCRIPT
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Tim Hunt and Jason Gough
Engaging online to improve Services
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So, who are ? • Social enterprise 5 years old, based in
Sheffield• Independent• Harnessing the wisdom of the service users,
carers and staff – those who truly know what it is like in services
• Opening up dialogue for change
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It’s a new way to engage… the web is more conversational and personal.
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Relevant staff
Provider Response
Author comments..
Comments from others..
SU Groups
DAT
Healthcare Agencies
Local Govt
Employment Agencies
Automatic notification
Comment from SU
publish
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PO in Addiction Services
• Where it started• How did Service Users react• Feedback that led to service
improvements• How did it develop for staff and service
users• Transferable Model
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Why now?
• NTA Pilots• How it fits with Recovery• Accessibility• Quality Measure
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Keeping it safe• Protecting Staff and SUs• Legal Advice• Good Practice Guidelines• Editorial Policy• Repeat Postings/ “Vexatious
Complaints”
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Research and evaluation
Birmingham University
& Tavistock Institute
Malte Ziewitz’ PhD
NESTA MH pilot evaluation
Hansard Society case study
BBC Radio 4 investigation
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Delivery of Online Feedback
• Commissioners engage with PO-clear expectations and responsibilities
• List Providers on the site-draw up programme of sustaining postings
• Support Staff through WEBEX training
• Work with Volunteers, Service users and Carer groups
• Active monitoring and review
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What you get?
• A birds eye view of the impact of service• Distance travelled feedback from different
points on treatment pathway• Qualitative information to inform PBR• A robust way to monitor quality and
improve services• Evidence of engagement with service
users and carers to demonstrate to commissioners and stakeholders
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Generating Postings
• Look at Services and Care Pathways• Engage with themes and specific topics• Distance travelled• Integrate with current practice• Get SUs and Volunteers involved• Build momentum
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Final points• As much about good practice as
improvements• People value anonymity and
independence• Easy to get involved• Many people value online feedback as
alternative to complaints