‘how can busy staff engage safely and effectively with the patient … · 2016. 9. 20. ·...
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A/Professor Michael Greco
CEO, Patient Opinion Australia
@CEO_POAustralia
‘How can busy staff engage safely
and effectively with the patient voice?’
Patient Opinion – Be Heard
What, How and Why2
• Why do you do what you do?
• What defines a good day at
work for you?
• Why would YOU want to
hear your patient stories?
What, How and Why2
• Legislation
• Directives
• Guidelines
• System
Improvement
• Guide to Action
WHY
HOW
WHY
WHAT
Personal/ Human/ Ethical/ “Intuitive” or Purpose
What is Patient Opinion?
• Patient Opinion is an online platform for real-time
feedback of stories, and real-time improvements.
• Patient Opinion is not-for-profit and exists to help
improve health services by enabling open and
transparent dialogue between patient and health
service providers.
PEOPLE HAVE ALWAYS
TALKED ABOUT YOU
Social Media
• YouTube
• Flickr
Social media reconfiguring the landscape
Social Media…
Is changing the way we interact with the health system…
People want to tell their stories – good and bad
People want real exchanges with their health providers
Different kind of relationship – more equal, more
collaborative, and more transparent
A responsive health service has the power to heal, just like
face-to-face relationships in care
The public is becoming the ‘responsible body’
Generic vs Bespoke Platforms
YouTube
Generic
platforms
Patientslikeme
Mumsnet
Disease specific
support groups
Bespoke
platforms
Driven by social
conversations
Patient Opinion
Care OpinionOur Health Australia
Driven by citizen feedback to help
services to improve
Engaging on whose terms?
Hard for
the public
to use
F & F TestPatient Opinion
Care Opinion
Easy for the
public to
use
Hard for services to use
Easy for services to use
Surveys
Focus Groups
Formal Complaints
LITIGATION
Blogging
Our Health
YouTube
OUTPUTS
OPAQUE TO THE
PUBLIC
OUTPUTS
TRANSPARENT TO
THE PUBLIC
Story Relevant staff
Response Comment 1ServiceUser
Comment 2
Patient Organisations
Safety and Quality Orgs
Primary Health Networks
Local Hospital Networks
National and State governments, and MPs
Automatic notification
Comment from patient
Conversations on Patient Opinion
Service improvement
At a glance -Patient Opinion Australia Home Page
1st staff response:
Chief Executive
Australia– 600 stories 400,000+ views
Some final words….
Real-time feedback; real-time improvement
Easy for the public to engage – independent, safe, anonymous, transparent,
constructive conversations
Focus on service improvement, not so much on driving consumer choice.
Not a TripAdvisor.
Not a ratings site, it’s about participation to improve well-being and safety
Public/Staff not named or identified
Contact details
www.patientopinion.org.au
info@patientopinion.org.au
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