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How does posting on Patient Opinion affect how people feel about making a complaint?

How does posting on Patient Opinion affect how people feel about making a complaint?. James Munro james.munro@patientopinion.org.uk. Methods. 636 site contributors were emailed Whose story was criticality 1 or more Who gave an email 58 emails bounced One reminder sent. Results.

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How does posting on Patient Opinion affect how people feel about making a complaint?

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  1. How does posting on Patient Opinion affect how people feel about making a complaint? James Munro james.munro@patientopinion.org.uk

  2. Methods • 636 site contributors were emailed • Whose story was criticality 1 or more • Who gave an email • 58 emails bounced • One reminder sent

  3. Results • 271 responses • Effective response rate • = 271/(636-58) = 47% • 262 complete surveys (96.7%)

  4. Frontline admin or clinical staff Pals Complaints dept Chief exec PCT/health board Link/HealthWatch Ombudsman MP, politicians GMC Solicitor Police Media To whom do people complain?

  5. I felt less like complaining after posting because… • “I felt better about it because I had vented my feelings about the situation” • “Posting my comment meant I felt I was able to have my voice heard and getting a quick response was an essential part of feeling I'd been heard.”

  6. I felt more like complaining after posting because… • “Reading my story back made me realise that I probably should complain” • “Seeing it in print made me realise that I felt very strongly about the situation”

  7. I felt less like complaining after the response because… • “I felt my concern had been acknowledged, there was a clear explanation of why it happened and it was all in the open. I felt listened to.” • “I could see that steps were being taken to remedy the situation for the future and for others”

  8. I felt more like complaining after the response because… • “It was as if I was just being ignored and the reply seemed to be an automatic and 'robotic' response.” • “I had a response to contact a number and leave my details. I did that and was told someone would get back to me, they never did!”

  9. Some tentative conclusions • People don’t see a single channel for feedback or complaint, and some will use multiple channels • Posting their story is enough for many people • Often, people want (but don’t expect) • To be heard • To receive a response specific to them • To see that an issue has been addressed

  10. Simple message • Patient Opinion is not a magic bullet • It is a communication tool • Like any other, it depends how you use it • Unlike any other, it is both personal and global at the same time

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