Improving Patient Experience through Care Opinion
Enhance patient experience by leveraging Care Opinion platform for feedback and response. Explore various posts addressing different healthcare services, highlighting positive outcomes and raising awareness. Contact senior colleagues for guidance in providing appropriate responses to feedback.
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Presentation Transcript
Care Opinion:- An Overview Jane Rowlands-Mellor: Lead Nurse Patient Experience Tel: 029 20744904
Welsh Government Framework for Assuring Service User Experience 2015
A Care Opinion Post: the Process Email alert received from Care Opinion Ascertain most appropriate contact to assist with a response Response provided On occasion further responses required
Providing the Response Contact the Director of Nursing for the particular Clinical Board or a senior relevant colleague Guidance available if required by Care Opinion Colleagues often find it difficult as the post is often anonymous
Variety of Posts Cardiology waiting times for surgery Neurology waiting times to be seen Emergency Unit daughters care Ophthalmology Clinic staff kindness Department of Sexual Health appointment process Mental Health positive support incorrect literature Themes and Trends Often great variation Staff and service compliments
Outcomes Cardiology follow up post thanking the Sister on C3 who had contacted the lady within an hour of her original post Ophthalmology - little gestures of kindness -grateful that this was shared with the relevant staff
Raising Awareness of Care Opinion Discuss at patient experience training and education sessions Incorporate in How are we doing? leaflet Raise awareness via the UHB Communication Team
Image result for patient feedback Thank you for listening
