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Patient feedback on the
web: what have we learnt?



James Munro
www.patientopinion.org.uk
Patient feedback on
the web?

Too late!
It already happened
RateMDs.com
Can the web help
create social value
from feedback?
So what have we
learnt?
It takes time

 Building traffic
 Building trust – on the part of both
 patients and staff
 Building real engagement by the
 NHS
Voice is spreading

 The web is
   Public
   Intimate
   Egalitarian

 And new voices are emerging
Voices still to be heard

 Homeless people
 Prisoners
 Young people
Impact

 Small, but growing
 We are interested in
   Responsiveness
   Service improvement
   Culture change
   A reinvention of caring
So what now?

 Feedback may not be enough
 Can the web
  Inspire?
  Motivate?
  Support local change?
Visit us to find out more
www.patientopinion.org.uk

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Patient Opinion 2008

  • 1. Patient feedback on the web: what have we learnt? James Munro www.patientopinion.org.uk
  • 2.
  • 3. Patient feedback on the web? Too late! It already happened
  • 4.
  • 5.
  • 6.
  • 8.
  • 9. Can the web help create social value from feedback?
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16. So what have we learnt?
  • 17. It takes time Building traffic Building trust – on the part of both patients and staff Building real engagement by the NHS
  • 18. Voice is spreading The web is Public Intimate Egalitarian And new voices are emerging
  • 19.
  • 20.
  • 21.
  • 22.
  • 23. Voices still to be heard Homeless people Prisoners Young people
  • 24. Impact Small, but growing We are interested in Responsiveness Service improvement Culture change A reinvention of caring
  • 25.
  • 26. So what now? Feedback may not be enough Can the web Inspire? Motivate? Support local change?
  • 27.
  • 28.
  • 29. Visit us to find out more www.patientopinion.org.uk