At Nottinghamshire Healthcare NHS Trust we are well established in capturing stories on Patient Opinion. What is more difficult is letting all the hundreds of staff (currently 651) registered on our subscription how to navigate their way around the website and get everyone using it and developing good habits!
With Sue Dyke - Involvement Manager for Health Partnerships, we work across the Trust helping staff and volunteers to feel at home on the site.
Patient Opinion staff are there to step in and help when we can't. They also, like Sue and me, provide a friendly ear and listen when staff forget how to use the website or need advice!
What we need to remember is that if we can get into good habits then the quality of responses we make as staff is going to improve what we do in our teams and ultimately, the lives of the people using our services.
We are putting together a basic Patient Opinion guide for our Trust subscription members to give people a headstart! This will include examples of helpful responses made by our subscribers. We hope it helps!
This will be available in November 2014. We want staff to feedback on this guide and help us to keep improving. Watch this space...!
We want to say a HUGE thank you to you all. You are those amazing people making real time feedback a reality. You are helping to change lives, change our culture and services for the better.
We will use this blog to keep you posted on any new developments, please use it to ask us questions and reply to this blog. Share your experiences of using Patient Opinion. GIve us suggestions for improvements!
Over time we hope to use this blog as a way to talk to each other, debate new issues, pose questions and we really want you to contribute!
A heartlfelt thank you once more from Jane & Sue
1636 stories told
664 staff listening at Notts HC
132 stories have led to changes
Getting Started on Patient Opinion
Getting Started on Patient Opinion https://patientopinion.blob.core.windows.net/profile-pictures/b78986ca-0911-41eb-8098-7b5de9104d5f.jpg Care Opinion 0114 281 6256 https://www.careopinion.org.uk /content/uk/logos/co-header-logo-2020-default.pngUpdate from Nottinghamshire Healthcare NHS Foundation Trust
Posted by Jane Danforth, Involvement & Experience Officer, Involvement, Experience and Volunteering Team, Nottinghamshire Healthcare NHS Trust, on
About: Nottinghamshire Healthcare NHS Foundation Trust
Response from Jenny Newman, Digital Health Project Manager, Health Partnerships, Nottinghamshire Healthcare NHS Foundation Trust on 3 Nov 2014 at 12:27
What a great idea! We've all been on a journey to get the best out of Patient Opinion for our services, service users and carers, and learn a lot along the way. Whether getting started with PO or seasoned veteran, this is a great forum for us to share learning and ideas with each other. I'm really looking forward to seeing what we're all doing...
Response from Lisa Metcalf, Specialist Podiatrist, Podiatry, County Health Partnerships on 3 Nov 2014 at 19:50
Thanks Jane!
This is a great idea. I know I found it a little intimidating to start responding to Patient Opinion posts to start with, and any guidance will be very gratefully received, I'm sure! I was lucky enough to attend an information session with one of the staff from Patient Opinion a few months ago, and it was really helpful to see all the different features available that can be used by us staff. Before this I was copying and pasting posts and responses to display in our waiting room, which became quite time consuming. I learnt at this session how to run reports on our service which means I no longer have to copy and paste, I can simply print them out. It has saved me so much time and meant I can share feedback with staff and patients much easier. It will be fantastic to learn from other staff how they are using Patient Opinion, and hopefully I can continue to improve how we respond to our patients and share feedback.
Response from Jane Danforth, Involvement & Experience Officer, Involvement, Experience and Volunteering Team, Nottinghamshire Healthcare NHS Trust on 4 Nov 2014 at 16:53
Thank you for replying Lisa. I have recently been sharing some of my thoughts on Twitter @janedanforth I hope that we can really start to share more on blogs via PO and social media. I already shared some of your work and the recent change as a result of feedback to pilot a podiatry service for patients in dialysis. https://www.patientopinion.org.uk/opinions/183375
This shows how feedback can make a difference to the lives of people when we really listen.
Owning your own feedback at team level takes a bit of effort l but I regularly hear from staff about the benefits of being able to create an online dialogue and to use the Trust values base of being open and responsive to best effect.
We know service users value real time feedback and like to have the reassurance of a prompt reply and it's even better when we can make a change!
Response from Jane Danforth, Involvement & Experience Officer, Involvement, Experience and Volunteering Team, Nottinghamshire Healthcare NHS Trust on 4 Nov 2014 at 17:16
Hi Jenny
You have lots of experience here, looking forward to seeing more staff join in the conversation!
Jane
Response from Jane Danforth, Involvement & Experience Officer, Involvement, Experience and Volunteering Team, Nottinghamshire Healthcare NHS Trust on 13 Nov 2014 at 16:27
Counting down to get this guide finished before the end of the month, tell us what you would like to see and we will try to include it!
Thank you for your help Jenny!
With very best wishes
Jane Danforth & Sue Dyke