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Models of feedback from health consumers

Models of feedback from health consumers. A/Professor Michael Greco Founder and CEO @CEO_POAustralia. What have you learnt from your patients? How have they shaped you, both personally and professionally? You are a product of your patients. Franciscan Friar.

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Models of feedback from health consumers

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  1. Models of feedback from health consumers A/Professor Michael Greco Founder and CEO @CEO_POAustralia

  2. What have you learnt from your patients? How have they shaped you, both personally and professionally? You are a product of your patients Franciscan Friar

  3. PEOPLE HAVE ALWAYS TALKED ABOUT YOU

  4. Individual - which includes MSF for medical doctors. Focused on interpersonal/communication competencies, and professionalism. Patient feedback based on what patients are looking for when healthcare professionals communicate with them; Colleague feedback based on what a good doctor should do Types of Feedback - Individual

  5. Practice and organisations – for accreditation eg hospitals and general practice. Often based on ‘standards of care’ Types of Feedback - organisational

  6. What is Patient Opinion? • It’s about stories • Not-for-profit public online feedback service • It’s about carrying the voices of patients and carers into the heart of the health system, in ways which make a real difference to services and culture • It’s about building relationships with those that use the health system, resolving their issues, and reducing formal complaints. • It’s about helping staff learning to ‘walk in the shoes’ of the patient.

  7. Mission Our mission is to provide an online platform so that: • people can share honest feedback easily and without fear • stories are directed to wherever they can help make a difference • everyone can see how and where services are listening and changing in response

  8. In each service Porters, reception, catering, cleaning… Communications, complaints… Regulators, Standard Authorities Patient groups, Community Councils Clinical staff Health boards Local authority Moderation MPs Alerting CEO Nursing, AHP students Researchers Policymakers

  9. Feedback prior to Patient Opinion atSydney/Sydney Eye Hospital Complimentary letters/cards Complaints process Consumer representation at peak committees Consumer feedback boxes Social Media such as facebook and twitter Emails to the hospital Patient Surveys

  10. How is Patient Opinion different for SSEH ? Anonymity of the authors Quick response by executive to the author Less guarded conversations with patients Different language used- more patient centred Less adversarial then complaints process Shared with peak bodies- CEC, ACI, NSW Parliament Available feedback to all staff

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