Engaging patients and carers
• How people can get their story onlineo Webo Posto Phoneo In development: Digital TV, mobile
• Learning from other subscribers• Working with the media• Profile with Staff, Trust membership,
Volunteers
Devon Access and Referral Team
• All routine referral letters carry Patient Opinion contact infoo Web addresso Phone numbero Logo
NHS Rotherham
• Started with a single service, spread by word of mouth
• Approaches differ by serviceo Paper leaflet, posted out with letter or product
(e.g. continence, nutrition)o Paper leaflet handed to patient (tissue viability)o Customised PO artworko PO stand at events
Ashley and Guernsey House (addiction services)• Feedback area in waiting room
o Display of current postings and responseso Stack of freepost leafletso Themed days
• Reception staff hand out leafletso Staff emphasise independent feedbacko Offer to feedback is used
• to defuse in person complaints• to direct feedback upwards from front line
• Clinical staff ask for feedback• Use of Volunteers
Wrightington, Wigan & Leigh (acute)
• Posters and freepost leaflets on wards• Feedback afternoons
o Short interview transcribed onto site• Local media release
Nottinghamshire Healthcare Trust
• Service user volunteerso Using iPads on inpatient wards and at events
• Established involvement centreo Word of mouth with users and carers
• Reception staff in outpatientso Freepost leaflets given in person
Working with the media
• Good new stories• Human touches• Showing impact• Entering awards• We are always happy to help
Quick Tips• Patient Opinion has a range of resources to help you-
including a generating postings guide• Think about your service and the patients/service
users pathway-how best to engage• Think about what you want, this is about stories but
you can explore themes and trends• Engage with your service so postings are collected
and used to meet PPI obligations, inform service improvements, support governance and risk depts, celebrate good practice.