1. Ensuring Quality Feedback for Care Homes In West Sussex John Pemberton, Managing Director Robynne Rogers, BDM Working Feedback

2.  UK’s Leading Care Feedback Organisation (Over 300,000 social care reviews & counting)  West Sussex County Council Wellbeing Directory (2011)  Approved CQC Share Review Partner (2013)  Approved NHS Choices Share Review partner (2013)  Approved NHS Choices Syndication Partner (2011)  IBM Business Partner (2010)  Formed in July 2006

3. Most Recommended Care  Website Created 2012  NHS Choices Review Partner  Over 20,000 Nursing and Residential Homes  Over 15,000 Home Care Services  Assist with your CQC Compliance  Help a business can stand out  Attract and retain your clients  Grow and Improve your business

5. What Do We Do  Simply you collect feedback via our  Prepaid Feedback Forms (most recommended)  SMS Text messages  Email requests  Web forms  Letters of thanks (Verification dependant)  ALL Moderation is done by Working Feedback

6. Feedback Forms  High Quality, Bespoke A4 Short Feedback Forms  Secure, Self-Seal & Postage-paid to Working Feedback  Feedback form Co-developed with NHS Choices  CQC Fundamentals & Open Ended Questions  Working Feedback Manages All Responses for you Has Working Feedback helped the business? Martina is clear: “Yes, it definitely has worked. We’re always full, and have a waiting list.”

7. Feedback Form Example

8. Email Feedback Service  Simple upload  We do all the work and chasing for you  Do not allow the same email address to be used in the same 28 day period  Aimed at  at those people who may not visit the home often  Gp’s  Nurses  Other Professionals

9. Web Forms  Simply added to website  Aimed at all your online users

10. Letter Of Thanks  We can use letters of thanks only where we can verify the comments.  Phone number  Email address  Contact name

11. Proactive & Reactive Measures  All responses read & transcribed by experienced team before made live  All responses must have verifiable details to be published:  We ALWAYS seek verification for any constructive criticism  A random sample of ‘positive’ responses are personally contacted  The Process for Constructive/Negative Criticism:  You will ALWAYS be contacted immediately  The Managed Sharing of Comments:  You can decide where reviews are to be shared  A ‘Right to Reply’ feature is available

13. Reviews published on

14.  NHS Choices  CQC-Quality & Risk Profile  Twitter Reviews Published to

15. Facebook

16. Google Search Results

17. How You’re Seen Online

18.  Your own web badge, examples below  Latest reviews ticker tape  Corner prompt asking for feedback  Scrolling widget for displaying reviews  QR Code Badges available & More

19. Feedback Statements  Monthly automated feedback statements by email  Can be collated for groups  Details all feedback  Where feedback sourced  Statements are available online at a click of a button for different monthly, quarterly, etc

20. FREE Bed Vacancy Service  Text Start to 07400 934989 (Standard rate not premium, free within packages)  Answer the questions  CQC Location ID eg 1-108934369  Confirmation Text to tell we have received  Text number of beds  Weekly update via text message or you can send yourself at anytime to this mobile number  Reports will be sent through weekly to WSPiC  Have a badge on your website / Facebook wall that updates automatically

21. CQC Press Release  The Care Quality Commission (CQC) is inviting websites to share their reviews of care services, as a vital part of its monitoring and inspection activities.  A new scheme will allow reviews, both good and bad, posted on care and health ratings sites to be fed into the picture that CQC holds on care services and ultimately inform decisions on whether or not to inspect.  “ultimately inform decisions on whether or not to inspect”  Paul Bate, Director of Strategy & Intelligence, Care Quality Commission, said: “Our inspectors need to tap into what local people know about the health care they receive in their communities.  “By cutting though the bureaucracy and listening directly to patients and their families, through the feedback they leave on care websites, our inspection teams will be well armed when they go to inspect.  “It is vital that wherever information is posted about the quality of care services that we get to hear about it. This will help bring people’s views, good or bad, straight to the attention of our inspectors.”  “help bring people’s views, good or bad, straight to the attention of our inspectors”  “CQC is currently consulting on its plans for a ratings scheme for hospitals which aim to be the single version of quality of care. Proposals for ratings of adult social care and other services will be published later.”  http://www.cqc.org.uk/content/online-feedback-drive-cqc-inspections http://www.cqc.org.uk/content/online-feedback-drive-cqc-inspections

22. In Summary  An impartial, ongoing service that helps you to find out what people think about your services  Proactive methods for sharing reviews on your website, Google, Social Media, NHS Choices & CQC  Ensures that impartial feedback becomes an integral part of your Customer Satisfaction policy  Gives potential clients more reasons to choose you over your competitors  Helps you win more clients  Free Bed Vacancy Service

23.  Setup is £300,  Supply of NHS Choices/CQC approved postage paid feedback forms*  Bespoke online toolkit including:  Automated website feed for reviews  Quality Mark Badge displaying patient satisfaction  Online feedback form for your website  Links for review feeds to Facebook, Twitter & LinkedIn  WSPIC members website updating & Social media linking done by our team where possible  Prominence on our online platforms: MostRecommendedCare.co.uk & TheDiscDirectory.co.uk  All prices subject to VAT  Monthly Fee £35  Administration & management of all your feedback responses  Sharing reviews with your CQC Quality & Risk Profile (if registered)  Sharing reviews with your NHS Choices listing  Forwarding service for referrals received through feedback  Forwarding service to you for any constructive/ negative feedback comments received  Enhancing your online profile on Google  Ongoing feeds to your social media e.g. Twitter, Facebook & LinkedIn  A monthly feedback report by email Pricing

24. WSPIC Voucher  West Sussex Partners in Care Members receive a £100 +vat discount on joining by end December 2015  Also receive extra technical support in implementing onto websites where possible by Working Feedback Team  web feedback form  Reviews feed  Bed vacancy badge  Care Review badge  Will setup and link Social media Accounts for you  Quote WSPiC member when ordering

25. What Our Clients Say “Using Working Feedback has dramatically improved the quality and consistency of our feedback by increasing response levels from10% to 55%. Not only that, the service makes all clients, staff and other service providers aware that we’re proactive in asking for impartial feedback, good or poor.” Colette Hemstritch-Johnston, Managing Director of TrueCare “With around half of new business coming from people who first view the home’s website, Julian says the support from Working Feedback has been invaluable. “They’ve really helped me turbocharge my home.” Julian Hitchcock, Owner, Aronel Cottage Nursing Home “The efficiency of the Working Feedback guys has been fantastic; they are very easy to work with.” David Watt, Nobilis Care