Scaling the safety impact of the patient in Bed 9 “The person with the greatest incentive to get great care to Bed 9 is the person lying in Bed 9” Paul Hodgkin Patient

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So what’s new?

Everyone with a mobile phone now has a public voice

Story Relevant staff ResponseComment 1 Service User Comment 2 User Organisations CQC CCGs, Healthwatch Local Authorities National government, and MPs Automatic notification Comment from patient Service improvement Transparency across the system

Care Home Step down facility Ambulance Local NHS FT hospital Ambulance Community physio “The ambulance arrived quickly” Daughter “We really liked the step down home but it was awful arriving there at after waiting all day for the hospital to discharge her”. Daughter “We often find residents coming back to us late at night” Care home comment How stories improve integration across health and social care Health services Social care

Summary The person in Bed 9 has always had a strong incentive to get great care What has changed is that they now have a public voice New platforms that link the voice of patients up to busy staff can be cheap, acceptable to staff, and result in a service improvement in ~10% of time

Patient ‘voice’ via public social media platforms is a major, new driver of patient-led safety

Thank You Paul Hodgkin

staff patient Conversations staff F&F Making Communities of Practice and Communities of Solidarity visible to each other