2. hello

3. ahoy

4. All these people now have a voice

10. CQC, DH
Mind, Rethink, Alzheimer's Society
GP Consortia, Principia
Moderation Automatic notification
Service Service
Story Notts HC staff Response Comment 1 Comment 2 improvement
User
Comment from patient
HealthWatch, H&W Boards
Patient organisations
How stories flow on Patient Opinion

11. IMAGINE

12. SHARE

13. Thank You
Paul Hodgkin
For more information
Amy.gaskin@patientopinion.org.uk
0114 281 6256

14. So how could you use Patient Opinion to embed
a service improvement?
Clinician
Patient New outcome
Intervention
Story on
PO

15. Public
Team B
Manager Story on Further
Response
PO story
Clinician
Clinician
Service user Intervention Outcome
Public stories about the intervention prompt
adoption and tweaks across teams and agencies

16. Using transparency to drive cultural change
Organisations
displayed here
can include your
AQuA team, other
teams, plus
trusts, CCGs,
HealthWatch etc

18. (e) regularly seek the views (including the descriptions of their
experiences of care and treatment) of service users, persons acting
on their behalf and persons who are employed for the purposes of
the carrying on of the regulated activity, to enable the registered
person to come to an informed view in relation to the standard of
care and treatment provided to service users.

19. providers who comply with the regulations will:
●● Have systems in place to deal with comments and complaints,
including providing people who use services with information about
that system.
●● Support people who use services or others acting on their behalf to
make comments and complaints.
●● Consider fully, respond appropriately and resolve, where possible, any
comments and complaints.

21. W l you t
e’d ike o:
• T a t st y
hink bout he or
• T a howyou mightw ntt r
hink bout a o espond, in yourr e ora a
ol s
r esent t e fort Tust
epr aiv he r
• Buletpointhowyou w d r
l oul espond on t A sheeton yourt bl
he 3 ae

22. J nne Hor ey
oa sl
A e Ser ices M na
cut v a ger
M l ook M a Heat Unit
ilbr ent l lh

23. W chal shoul w t ke on t her
hich lenge d ea oget ?
1. T ensur ea t m ca ur feedba
o e ch ea pt es ck
3. T ensur ea t m shaes a discusses it feedba
o e ch ea r nd s ck
w h alt m member
it l ea s
6. T ensur t tea t m a s on bot it posit e
o e ha ch ea ct h s iv
a negaiv feedba
nd t e ck
9. T ensur t tea t m a dir or t shaes
o e ha ch ea nd ect ae r
t cha itha ma a ar toffeedba
he nges s de s esul ck

24. T chal
he lenge
• W texcit you – w tidea do you ha e t hel us a e t
ha es ha s v o p chiev he
chal
lenge?
• W tae yourconcer – is t e a hingt tcoul st us fr
ha r ns her nyt ha d op om
a ing t chal
chiev he lenge?

25. Howca you hel us t a e
n p o chiev
ourchal
lenge?