When you share a personal story with someone (a friend, a member of your family, your partner, a doctor) how do you want them to react?

- 2 minutes, 5 words from each table please

When representing your organisation, are any of the previous words not appropriate?

- 3 minutes, yes/no from each table

Tim WoodTraining Area LeaderNottinghamshire Healthcare NHS Trust

Nottinghamshire Healthcare NHS Trust:

RESPONDING TO POSTINGSHelen Forrester, Ward Manager B50

HOW TO BE A GREAT RESPONDER AND WRITE SOMETHING YOUR PATIENTS

WANT TO READ

FIRST ASK YOURSELF:WOULD I WANT TO READ THAT?

ASK YOURSELF:• WHO AM I RESPONDING TO?• WHAT AM I RESPONDING ABOUT?• ON WHOSE BEHALF AM I RESPONDING? - YOUR WARD OR DEPARTMENT - YOUR ORGANISATION• WHO ELSE IS GOING TO READ IT?

IF I WERE THE PATIENT, WHAT WOULD I LIKE TO READ?

WOULD I WANT A FORMAL RESPONSE OR SOMETHING MORE FRIENDLY AND

ACCESSIBLE?

THIS IS POSTED ON THE WWW…

WHAT DO YOU ALL THINK ABOUT THE INTERNET?

I LIKE TO…- BE INFORMAL- SHOW CONCERN- BE WARM AND FRIENDLY- GIVE EXPLANATIONS- BE HONEST - CAN I DO ANYTHING TO

EFFECT CHANGE?

WHAT IF THE POSTING IS CRITICAL?• REMEMBER PATIENTS HAVE BEEN BRAVE ENOUGH

TO MAKE THE POSTING• THEY EXPECT AN ANSWER NOT NECESSARILY A

SOLUTION• SHOW YOU ARE OPEN TO POSITIVE AND NEGATIVE

POSTINGS• USE THE POSTINGS TO MAKE CHANGES IF YOU CAN• EXPLANATIONS AND HONESTY

USE WARD PROCESSES TO HIGHLIGHT POSTINGS ANDWHAT YOU CAN DO/WHAT YOU CAN’T DO. ON B50,WE USE DIFFERENT MEANS OF FEEDBACK:

• WARD MEETINGS• SUGGESTIONS BOX – ANONYMOUS COMMENTS• FEEDBACK FOLDERS• YOU SAID… WE DID POSTERS• THE WARD TEAM ITSELF AND ‘PATIENT PROCESSES’