Upload
paul-hodgkin
View
237
Download
0
Embed Size (px)
DESCRIPTION
whistleblowing, complaints and the world of social media
Citation preview
Whistleblowing for p
atients
in the 21st century
Paul Hodgkin@paulhodgkin
Photo acknowledgements to @Chooo-san
“A whistleblower is a person who exposes misconduct, alleged dishonesty or illegal activity occurring in an organisation…
Most whistleblowers are internal whistleblowers, who report misconduct on a fellow employee or superior within their company….
External whistleblowers report misconduct to outside persons or entities…”
“A complaint is an expression of dissatisfaction on behalf of a consumer to a responsible body”
Wikipedia
Social media radically changes both external whistleblowingand complaints because:
The public is becoming the preferred ‘responsible body’ to which both patients and staff want to appeal
Reporting to an official body(internal, CQC etc...)
Reporting to the public(Facebook, Twitter,
Patient Opinion etc...)
Staff Citizen
Internal whistle blowing to the organisation
External whistle blowing to regulator, CQC,
Anonymous comments via FFT etc...Letter to CEOComplaintInform CQC, LA etc..
Generic platforms• Blogs• Tweets• Facebook
Generic platforms• Blogs• Tweets• Facebook
Bespoke platforms• Patient Opinion
Bespoke platforms• Patient Opinion
Site makes it clear who has read each story
We are seeing a new class of ‘public but anonymous’ comments where the author is anonymous but the dialogue is publicThese public but anonymous comments are:
- a new form of whistleblowing- used by both patients and staff
What we know so far is that to work they need to be:- Securely anonymous- Visible to authors, the public and a range of organisations- Mediated by a trusted third party
‘Public but anonymous’ comments have traction because:
- Lower costs to potential whistle blowers- They are visible to everyone
- Its explicit which organisations have read any given story. This has obvious but unclear legal implications
- The independent third party manages:• Inappropriate postings• Works to retain trust of all parties• Manages some ‘online’ aspects: deliberate delays,
removal of all names etc...
‘Public but anonymous’ comments are no panacea:
- Not suitable for more serious allegations?
- Anonymity makes it hard for organisations to respond
- Going public may have legal implications for whistleblowers if identified
- May be abusive, malicious, or subject to ‘gaming’
Whistleblowing and complaints used to be the battery hens of the NHS living unhappy lives waiting to be executed within the iron cage of the NHS bureaucracy
Today complaints and whistle blowing are escaping the surly bonds of due process and going free range on the web with direct appeals to the public
Paul Hodgkin (‘paulhodgkin)
Thank You
@paulhodgkin
Paul is Founder and Chair ofPatient Opinion
The views expressed here are his own