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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