AN INFORMATIVE platform for patients across Herefordshire and Worcestershire (HWHCT) to provide feedback on services is set to be launched, writes Oliver Cureton- Phillips.
The Care Option is being launched this week across the HWHCT’s hospitals which house and run a range of mental health, learning disability and community nursing services for children, young people and adults.
Herefordshire and Worcestershire Health and Care Trust will use the system so people can share their experiences when going for appointments and treatment at hospitals in the two counties.
It is hoped the move – for patients, service users, families, and carers to post their feedback and stories about NHS services – will increase transparency. It is also aimed at giving those who use the platform a timely response when concerns are raised.
Once feedback has been submitted, staff can respond directly to submissions, supporting transparency between patients and their health providers. It will also speed up the process in which feedback is received and responded to – improving experiences for both patients and staff alike.
Over the past 18 months, the trust has been gradually introducing the platform through a phased approach. During this period, 95 per cent of the stories shared by patients highlighted a positive experience of the care and support they received.
To date, more than 400 staff have been trained to use the platform so they can directly respond to feedback. This is important in helping HWHCT identify what works and what could be better by ensuring feedback is acknowledged, acted on, and used to enhance services.
Sue Harris, the HWHCT’s director of strategy and partnerships, said: “Behind the scenes, our teams have been working hard to ensure staff are trained up and are confident in using the Care Opinion platform.”
“With trained staff now able to respond directly to feedback, we’re making sure patient, families, and carer voices are heard.”
“It’s about putting people at the heart of everything we do by improving the accessibility of our feedback channels, tackling health inequalities, and ensuring everyone has a chance to shape the care they receive.”
While Care Opinion is a digital platform, the trust recognises not everyone has equal access to online services.
Ms Harris added, for that reason, there were other ways people could get in touch so Care Option was accessible to as many people as possible.
Patients and the public can access the website to tell their story at careopinion.org.uk or call 0800 122 3135 to leave feedback on care.
HWHCT also gives the option to send feedback in via post.
Care Opinion is just one of the ways people can share their experiences.
Visit: hacw.nhs.uk/patient-and-carer-experience for the full range of feedback options available.
