engaging patients

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Page 1: Engaging patients
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Engaging patients and carers

• How people can get their story onlineo Webo Posto Phoneo In development: Digital TV, mobile

• Learning from other subscribers• Working with the media• Profile with Staff, Trust membership,

Volunteers

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Devon Access and Referral Team

• All routine referral letters carry Patient Opinion contact infoo Web addresso Phone numbero Logo

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NHS Rotherham

• Started with a single service, spread by word of mouth

• Approaches differ by serviceo Paper leaflet, posted out with letter or product

(e.g. continence, nutrition)o Paper leaflet handed to patient (tissue viability)o Customised PO artworko PO stand at events

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Ashley and Guernsey House (addiction services)• Feedback area in waiting room

o Display of current postings and responseso Stack of freepost leafletso Themed days

• Reception staff hand out leafletso Staff emphasise independent feedbacko Offer to feedback is used

• to defuse in person complaints• to direct feedback upwards from front line

• Clinical staff ask for feedback• Use of Volunteers

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Wrightington, Wigan & Leigh (acute)

• Posters and freepost leaflets on wards• Feedback afternoons

o Short interview transcribed onto site• Local media release

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Nottinghamshire Healthcare Trust

• Service user volunteerso Using iPads on inpatient wards and at events

• Established involvement centreo Word of mouth with users and carers

• Reception staff in outpatientso Freepost leaflets given in person

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Working with the media

• Good new stories• Human touches• Showing impact• Entering awards• We are always happy to help

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Quick Tips• Patient Opinion has a range of resources to help you-

including a generating postings guide• Think about your service and the patients/service

users pathway-how best to engage• Think about what you want, this is about stories but

you can explore themes and trends• Engage with your service so postings are collected

and used to meet PPI obligations, inform service improvements, support governance and risk depts, celebrate good practice.

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