online feedback and organisational culture james munro patient opinion james.munro@

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Online feedback and organisational cultureJames MunroPatient Opinionjames.munro@patientopinion.org.ukBerwick on cultureAchieving a vastly safer NHS will depend far more on major cultural change than on a new regulatory regime.

Which providers are using PO?Almost 90% of NHS trusts in England & WalesAcuteMental healthCommunityAmbulanceAll Scottish health boards42 independent sector providersWho else?59 CCGs57 national patient organisations53 healthwatches45 Scottish MSPs35 Westminster MPs3 universitiesNHS England, DH, CQC, TDA9 levels of online engagementResistance or defensivenessControlling or organisation-centricAcceptanceEngagementInitial commitmentWidening staff involvement as recipientsWidening staff involvement as active participantsEveryday Patient OpinionThe absence of fear12134978566Your cultureWhere are you now?How do you know?Where would you like to be?How will you get there?Berwick Report, August 2013Hear the patient voice at every level even when that voice is a whisper

Guy BrookesAssociate medical directorAdult mental health servicesLeeds & York Partnership Trust1: Resistance or defensivenessOrganisational culture is resistant or defensive in response to online patient feedbackFear or suspicion about online feedbackFeedback is seen as, at worst, harmful or, at best, an irrelevant nuisance2: Controlling or organisation-centricThe organisation recognises value in feedback in generalIt tolerates public feedback but strongly prefers feedback to be delivered privatelyPublic feedback is seen as threatening to reputationFeedback is seen in an organisation-centric way, as helpful or unhelpful to the organisation3: AcceptanceThe organisation is accepting of public online feedbackIt may see value in feedback, and in responding to it in publicPublic feedback is seen as a threat to be managed by responses which deflect criticism4: EngagementThe organisation goes beyond acceptance to a more active engagement with online feedbackPublic online channels are encouragedTypically seen as a undertaken by just a few people in the organisation5: Initial commitmentA clear commitment to deeper engagement with online feedbackOnline patient feedback seen as a positive force for quality improvementResponses about a service are specific and constructiveBut usually do not come directly from staff in that service6: Widening staff involvement as recipientsSharing online public feedback more widely in the organisation is valuedMore staff become involvedMainly as recipients of feedback Not as active participants in an online exchange7: Widening staff involvement as active participantsWidespread involvement of staff in using and responding to public online feedback is encouragedStaff at many levels listen, improve services, and post responsesStrong support for online feedback by the organisations leaders8: Everyday Patient OpinionUse of and learning from public online feedback occurs at every level of the organisationStaff and users are expected to provide, seek, use and respond to feedbackTraining in the use of online feedback is a standard in staff developmentDepartments regularly review and audit their performance and learning using online feedback9: Culture transformedThe culture of the organisation has been transformed by the prevalence of real-time user feedbackLearning from feedback has become core to professional practice.Users have no fear of giving honest feedback, whether online or face-to-faceOnline public feedback is seen as an effective way to access the huge resource of patient and carer insight

Thats what its there for. Its a way of sharing really good examples of how everybody works together to make things happen.Tina Hancockdistrict manager Sure Start childrens centres