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Online feedback What nurses can do

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THE GREAT WAVE OF SOCIAL MEDIA

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Imagine a world where • Service users and carers can give honest feedback safely and easily • Staff know how their care is experienced • Services can make constant improvements based on feedback • Everyone can see how services are listening and changing in response

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Helen’s tips • be informal • show concern • be warm and friendly • give explanations • be honest - can I do anything to effect change?

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Helen’s tips: 2 • What if the posting is critical? o remember patients have been brave enough to make the posting o they expect an answer not necessarily a solution o show you are open to positive and negative postings o use the postings to make changes if you can o explanations and honesty

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Question • What are the benefits for nurses and nursing in engaging with feedback on Patient Opinion? • What are the obstacles to doing this?

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Potential benefits • Celebrating successes • Professional satisfaction and pride • Increasing the profile of good nursing • Sharing good practice • Improving own services • Saving money • Gaining support for changes patients want to see • Stories for professional development and reflection within the team/dept

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