Care Opinion

The countdown is officially on! In just one month, we’ll be kicking off Care Opinion's Online Autumn Conference 2024, and we couldn’t be more excited to share all the incredible content we’ve been preparing. 💬 Theme: In My Own Words - Being Heard and Making an Impact 📅 Date: Thursday, November 7th, 2024 ⏰ Time: 9am - 12:30pm 🔗 Registration link: https://lnkd.in/dHJw9Brf Here’s a sneak peek of some of the exciting sessions you won’t want to miss: ▪ Beyond responding – the wider impacts of fostering a practice of openness and transparency Engaging in feedback on Care Opinion goes beyond the interaction between an author and service on the platform. Each story is an opportunity for the service to learn, develop practice & celebrate their successes. We have learned from services, who use Care Opinion, of the wide impact these interactions can have. Healthcare organisations have demonstrated that by fostering a practice of openness and transparency, they are able to improve services. Becoming a listening organisation can, ultimately, have impact on organisational culture too. In this interactive session, we will hear from staff working across health services in the UK about how they have engaged in really listening to authors, taken on board what has been shared and the impact this has had on culture and service improvement. ▪ Research chat 24 - Can online patient feedback warn us of a drift to failure? Hosted by Dr James Munro In recent years we’ve seen a succession of inquiries into healthcare failures in the UK. In almost every case, official reports highlight how patients were raising their concerns about problems in care but were not listened to. Researchers and healthcare leaders are now starting to see real-time patient feedback as a possible source of “safety critical information”, giving an early warning of when an organisation may be drifting towards substandard or unsafe care. In this informal conversation with Prof Catherine Calderwood and Prof Alex Gillespie, we’ll explore why we have a patient safety problem, and how patient feedback might be part of the solution. ▪ Maintaining Safety & Compassion - The Story of Moderating Online Feedback In this session, we are delighted to welcome Lisa Townsend, Patient Experience Feedback Lead at Royal Devon Trust and Emma Berry, Research Fellow at the University of Aberdeen. Lisa will share her experiences of managing difficult stories, working with Care Opinion and staff to manage both the good and the not so good feedback coming through. Emma wrote her fascinating research paper on “Using Humanity to Change Systems” based on Care Opinion Scotland and will be sharing some insights from that research. Tim Hunt, our Safeguarding Lead will talk briefly about how Care Opinion tries to maintain our core values of compassion and humanity whilst maintaining a safe public platform for learning and change.

We always enjoy receiving feedback from our patients, and we are very proud of some we have recently received. One individual under the care of the Ross Tilley ward team said: “I am blown away by all the staff here. You've all shown me compassion, kindness and calmed my fears. Thank you for all your help and hard work; I am very grateful and you have all been amazing. The best hospital and best milkshakes.” Well done to all of our teams for their continuous hard work and dedication to patient care. Care Opinion #TeamQVH #PatientFeedback #PatientCare #FeedbackFriday

Today I am posting ‘Stories’, which is Part 3b of an article with the title ‘Know that Words Matter’. This in turn is the sixth article in a series I am writing with the title ‘Working with Conflict: Ten Things to Think About’. The earlier Parts of the ‘Know that Words Matter’ article are: Considering why words matter (Part 1), Epistemic injustice (Part 2) and Metaphors (Part 3). You can these and the earlier articles in the series through my Profile.   Again, this is not a short article. So to let you know what it contains, after the Introduction, the content has been organised under the following headings: The importance of stories The therapeutic use of stories Storytelling for system change Story listening Story stewardship Working with conflict stories (Re)Storying the future Can storytelling harm? The ethics of working with conflict stories Some final thoughts As ever, what I have written reflects my own views, interests and experiences and in writing this article I have drawn on the wisdom of many (there are links and references to academic articles in the text), to mention only a few: Thea Snow, Centre for Public Impact, John Launer, Ella Saltmarshe, Julian Stodd, Samantha Hardy, Ken Cloke and Care Opinion   In the final part (Part 4) in ‘Know that Words Matter’ article I will write about ‘Choosing your words’. #conflict #conflictresolution #story #storytelling #trauma #mediation #complainthandling

Sometimes it's the little things that make all the difference. ❤️ #WellDoneWednesday to #TeamED and #TeamGP! "Great patient care" https://lnkd.in/evJWjE6K via Care Opinion #PersonCentredCare #ProudToBeNHSG

We always enjoy receiving feedback from our patients, and we are very proud of some we have recently received. One individual under the care of the Head & Neck Unit team said:  “Lovely staff from check-in to check-out. Helpful, friendly and informative. Every single member of staff is a total credit to the team at the hospital. A shining light of patient care.” Well done to all of our teams for their continuous hard work and dedication to patient care. Care Opinion #TeamQVH #PatientFeedback #PatientCare

Do read this Care Opinion Annual Review 2023-24 - there is much learning here for all who work in the NHS from compliments as well as complaints. And so good to see the excellent NHS Lothian figures: Subscription members: 321; Number of stories told: 482; Number of responses: 698; Response rate: 99.17%; Story reads: 56,695 timesandd Percentage of stories are entirely positive: 71% are positive. #nhs #complaints #compliments

Thoughtful THIS Institute (The Healthcare Improvement Studies Institute) article by Professor Graham Martin. This resonated in particular: "Wider systems that support good management and respond swiftly and proportionately when things go wrong are vital – including rationalising what some have called the “maze” of “tangled, ill-coordinated” routes for raising concerns that often typifies healthcare organisations." It would also help if the outcome (and learning) from whistleblowing concerns, complaints, grievances and 'adverse events' could be brought together - say in a report to the Board (so that it is a public document) or in an annual report - together with acknowledgment and learning from the majority of times when things do go right and work well (thinking here about compliments and from sources such as Care Opinion ).

Sometimes it's the little things that make all the difference. ❤️ #WellDoneWednesday to #TeamED and #TeamGP! "Great patient care" https://lnkd.in/evJWjE6K via Care Opinion #PersonCentredCare #ProudToBeNHSG

Do read this Care Opinion Annual Review 2023-24 - there is much learning here for all who work in the NHS from compliments as well as complaints. And so good to see the excellent NHS Lothian figures: Subscription members: 321; Number of stories told: 482; Number of responses: 698; Response rate: 99.17%; Story reads: 56,695 timesandd Percentage of stories are entirely positive: 71% are positive. #nhs #complaints #compliments

Congratulations to Imagine Citizens Network on their tireless work to bring Care Opinion to Alberta! This is a fabulous way of hearing what matters to people during their care experiences. They are paving the way for the rest of Canada - eyes open and attention everyone!