1. What matters to you From… “ What’s the matter?” to “What matters to you?”

4. National Surveys Incident Reporting Scottish Public Services Ombudsman Patient Opinion Ward Comments Cards The Landscape of Patient and Carer Feedback Public Forums NHS Board Complaints Procedure Local Consultations

5. lovely, caring people “I would like to add that the rest of the staff we have met at this clinic have been lovely, caring people - a good team let down very, very badly but this heartless doctor.” bluntly Are you suicidal? “ “….bluntly told her she had dementia, it would get worse and she had better think about a power of attorney - then bluntly said - "Are you suicidal? “ My pets get treated better by their vet My pets get treated better by their vet.” bluntly Are you suicidal? “ “….bluntly told her she had dementia, it would get worse and she had better think about a power of attorney - then bluntly said - "Are you suicidal? “ My pets get treated better by their vet My pets get treated better by their vet.”

7. How do others do it?

11. Feedback is a start But can it make services better?

12. National Patient Opinion Website: 4 th October 2013