NHSME event July 2012 - Notts Healthcare
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Transcript of NHSME event July 2012 - Notts Healthcare
When you share a personal story with someone (a friend, a member of your family, your partner, a doctor) how do you want them to react?
- 2 minutes, 5 words from each table please
When representing your organisation, are any of the previous words not appropriate?
- 3 minutes, yes/no from each table
Tim WoodTraining Area LeaderNottinghamshire Healthcare NHS Trust
Nottinghamshire Healthcare NHS Trust:
RESPONDING TO POSTINGSHelen Forrester, Ward Manager B50
HOW TO BE A GREAT RESPONDER AND WRITE SOMETHING YOUR PATIENTS
WANT TO READ
FIRST ASK YOURSELF:WOULD I WANT TO READ THAT?
ASK YOURSELF:• WHO AM I RESPONDING TO?• WHAT AM I RESPONDING ABOUT?• ON WHOSE BEHALF AM I RESPONDING? - YOUR WARD OR DEPARTMENT - YOUR ORGANISATION• WHO ELSE IS GOING TO READ IT?
IF I WERE THE PATIENT, WHAT WOULD I LIKE TO READ?
WOULD I WANT A FORMAL RESPONSE OR SOMETHING MORE FRIENDLY AND
ACCESSIBLE?
THIS IS POSTED ON THE WWW…
WHAT DO YOU ALL THINK ABOUT THE INTERNET?
I LIKE TO…- BE INFORMAL- SHOW CONCERN- BE WARM AND FRIENDLY- GIVE EXPLANATIONS- BE HONEST - CAN I DO ANYTHING TO
EFFECT CHANGE?
WHAT IF THE POSTING IS CRITICAL?• REMEMBER PATIENTS HAVE BEEN BRAVE ENOUGH
TO MAKE THE POSTING• THEY EXPECT AN ANSWER NOT NECESSARILY A
SOLUTION• SHOW YOU ARE OPEN TO POSITIVE AND NEGATIVE
POSTINGS• USE THE POSTINGS TO MAKE CHANGES IF YOU CAN• EXPLANATIONS AND HONESTY
USE WARD PROCESSES TO HIGHLIGHT POSTINGS ANDWHAT YOU CAN DO/WHAT YOU CAN’T DO. ON B50,WE USE DIFFERENT MEANS OF FEEDBACK:
• WARD MEETINGS• SUGGESTIONS BOX – ANONYMOUS COMMENTS• FEEDBACK FOLDERS• YOU SAID… WE DID POSTERS• THE WARD TEAM ITSELF AND ‘PATIENT PROCESSES’