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Experiences of online feedback in acute and community services. Jayne Kruszewski Customer Relations Manager Northern Devon Healthcare NHS Trust. Our experiences of using Patient Opinion.
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Experiences of online feedback in acute and community services Jayne Kruszewski Customer Relations Manager Northern Devon Healthcare NHS Trust
Our experiences of using Patient Opinion • We have trialled the use across both acute and community services via Tiverton Community Hospital and the busy Outpatients department at NDDH • Very positive, well received by patients and staff • It enables timely ‘real time’ feedback on these services and allows quick responses to be facilitated • Works alongside other feedback received via PALS, social media networks and Friends and Family surveys • All patient feedback is sent to the managers responsible for the service (both clinical/non clinical) for action/dissemination to staff
Our process for feedback via PO • Customer Relations Manager/Head of Communications routinely check the website for feedback • Initial acknowledgement is given, and where possible an answer/response to the issues raised is provided • Where necessary the comment is forwarded to the service/ward manager for further investigation action • A further response is then provided to the individual either via the service/ward manager or Customer Relations Manager/Head of Communications • Feedback is captured on Datix via PALS for reporting purposes
Next steps • Expand reporting on feedback via this website, alongside other social media networks, Friends and Family surveys and the Patient Advice and Liaison Service (PALS) • Incorporate feedbackwithin Directorate performance reports and quality assurance reports • Evaluate the use of the Trust’s ‘Tell us what you think’ leaflets with the view to incorporate both methods of feedback • Review the pilot sites across the Trust to promote more feedback • Consider the impact and possible resource implications of introducing across the acute hospital, 17 community hospitals and community nursing services across North, East and Mid Devon, and Exeter Localities