1. SO WHERE ARE WE GOING NEXT?

2. “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

3. 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 …Patient Opinion. An Information Revolution, 2010

4. The Committee sees great value in providers constantly viewing the comments left about them on websites such as Patient Opinion… Health Select Committee report, June 2011

5. The Committee strongly supports the use of tools that allow patients to give feedback anonymously and that can demonstrate that changes have been made to service provision based on feedback received. Health Select Committee report, June 2011

6. The Department of Health and other central bodies will, over time, stop providing certain information where this is better done by the market. For instance, we will no longer provide patient comment – instead we will show patient comment from a number of routes. DH Information Strategy, May 2012

7. From April 2013, we will also pool the comments from high-quality feedback websites onto a feedback area of the provider quality profile Caring for our future: reforming care and support July 2012

9. Patient and carer stories Health and social care providers CQC CCGs, LATs, NCB Educators LINks, HealthWatch patient groups

10. Achieved in the past year Improved accessibility Greater clarity oWhat this is for oWhat impacts it has Better searching, sharing, integration More flexible subscriber features oAlerting, responding, reporting oScheduled reports

11. In coming months… Adult social care Supporting and following stories Post updates on issues affecting multiple stories Board reports and activity/overview reports Central sign-off for multiple responders

12. Patient & Customer Services Revolution Customer Services Culture Co-production between Clinician and Patients Community and Citizen Participation

13. Learning to use online feedback… Service improvement Customer services culture User and carer involvement Support shared decision making Building public trust

14. This isn’t about control… …it is about engaging with the stories people have always told, and will always tell, about their care. Your patients want to help.