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 emailedWhose story was criticality 1 or moreWho gave an email

58 emails bounced One reminder sent

Results

271 responses

Effective response rate = 271/(636-58) = 47%

262 complete surveys (96.7%)

To whom do people complain? Frontline admin or

clinical staff Pals Complaints dept Chief exec PCT/health board Link/HealthWatch

Ombudsman MP, politicians GMC Solicitor Police Media

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.”

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”

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”

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!”

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

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