Story Relevant staff

Response Comment 1ServiceUser Comment 2

Patient Organisations

CQC and Monitor

GP Consortia

HealthWatch, H&W Boards

National government, and MPs

Automatic notification

Comment from patient

Service improvement

Who listens to your story?

Story

FT staff Response Comment

covers both responses

ServiceUser

Comment

CCGs

Patient Organisations

CQC

Local Authorities, HealthWatch

National government, and MPs

Automatic notification

Comment from patient

Conversations on Patient Opinion and Care Opinion cover both health and social care

Hospital improvement

Care home staff

Response Care home improvement

Health services

Social care

Care Home

Care Home

Step down facility

Ambulance

Local NHS FT hospital

Ambulance

Ambulance

Community physio

“The ambulance arrived quickly”Daughter

“We really liked the step down homebut it was awful arriving there at 22.00after waiting all day for the hospital to

discharge her”Daughter

“We often find residents comingback to us late at night”

Care home comment

How stories improve integration across health and social care

Health servicesSocial care

Numberof peopleusing a service

Indifferent Concerned PassionateLow strength of feeling High

Known/Complaints

Thoughtfully passionate people (who it now costs little to identify)

© Patient Opinion

The ‘thoughtfully passionate’ are key to improving services but until now have been hard to identify. These patients and carers want to help improve Services. Platforms like Patient Opinion dramatically reduce the cost of finding them

Integrated services

Stories from both health and social

care drive integration

Better professionals

HEIs use stories to train and

develop professionals

Feeling betterPeople sharing

stories feel better, and create social

solidarity

Empowered communitiesPO will help

people lead local service change

Better governanceStories are

directed to CQC, commissioners,

MPs etc

Better choicesPeople have more information about which service to

choose

Better servicesNHS and social care providers make 1,000s of changes every

year

Our goalCitizens donate 50,000 stories

Patient Opinion every year

Stories are used in many ways