1. UNDERSTANDIN G PATIENT OPINION

2. PEOPLE HAVE ALWAYS TALKED ABOUT YOU

3. THE WORLD HAS CHANGED…

4. 77% of UK adults are online at least daily Source: Government Digital Service

15. WHAT CHANGE?

16. SERVICES

18. RELATIONSHIPS

20. CULTURE

22. Jane Danforth, involvement officer Nottinghamshire Healthcare NHS Trust “ Patient Opinion is starting to change the way we do things in the trust. Staff get a real lift from postings that praise what they do. When we can’t do what people ask, we can at least explain why things are the way they are. ”

24. Ian Mackenzie, director of facilities Surrey & Sussex Healthcare NHS Trust “ Working with Patient Opinion says that you have the confidence in your organisation to talk about it honestly, and enable other people to talk about it in the same way ”

25. How does change happen? People need to be involved oDon’t keep patient stories at the edges oDo allow them to flow through the organisation Stories are for telling oDon’t see feedback as items to be processed oDo see feedback as stories to be shared

26. Make patient stories part of your everyday culture Board, exec and other meetings Intranets and notice boards Reports to directors Patient/carer groups Non-execs Healthwatch and related bodies

27. Barbara, colorectal nurse specialist Northumbria