Post on 13-Mar-2016
description
www.patientopinion.org.uk
How doesposting on
Patient Opinion affect how people feel about making
a complaint? JamesMunro
www.patientopinion.org.uk
Methods
636 site contributors were emailed
Whose story was criticality 1 or more Who gave an email
58 emails bounced
One reminder sent
www.patientopinion.org.uk
Results
271 responses
Effective response rate = 271/(636-58) = 47%
262 complete surveys (96.7%)
www.patientopinion.org.uk
www.patientopinion.org.uk
www.patientopinion.org.uk
www.patientopinion.org.uk
Frontline admin or clinical staffPalsComplaints deptChief execPCT/health boardLink/HealthWatch
To whom do people complain?
OmbudsmanMP,
politiciansGMCSolicitorPoliceMedia
www.patientopinion.org.uk
www.patientopinion.org.uk
“I felt better about it because I had vented my feelings about the situation”
“Posting my comment meant I felt I was able to have my voice heard and getting a quick response was an essential part of feeling I'd been heard.”
I felt less like complaining after posting because…
www.patientopinion.org.uk
“Reading my story back made me realise that I probably should complain”
“Seeing it in print made me realise that I felt very strongly about the situation”
I felt more like complaining after posting because…
www.patientopinion.org.uk
www.patientopinion.org.uk
www.patientopinion.org.uk
“I felt my concern had been acknowledged, there was a clear explanation of why it happened and it
was all in the open. I felt listened to.”
“I could see that steps were being taken to remedy the situation for the future and for others”
I felt less like complaining after the response because…
www.patientopinion.org.uk
“It was as if I was just being ignored and the reply seemed to be an
automatic and 'robotic' response.”
“I had a response to contact a number and leave my details. I did
that and was told someone would get back to me, they never did!”
I felt more like complaining after the response because…
www.patientopinion.org.uk
People don’t see a single channel for feedback or complaint, and some will use multiple channels
Posting their story is enough for many people
Some tentative conclusions
www.patientopinion.org.uk
Often, people want (but don’t expect)
To be heard
To receive a response specific to them
To see that an issue has been addressed
Some tentative conclusions
www.patientopinion.org.uk
Patient Opinion is not a magic bullet
It is a communication tool
Like any other, it depends how you use it
Unlike any other, it is both personal and global at the same time
Simple message