Healthwatch Birmingham offers free ‘TripAdvisor’ style feedback tool for health and social care providers

Healthwatch Birmingham, the local champion for health and social care, is making it easier for organisations to capture the views of patients and service users by adding a feedback tool to their websites.

Birmingham groups providing NHS health, social care or wellbeing services can benefit from a new ‘rate and review widget’, which operates in a similar way to consumer platforms such as TripAdvisor.

Andy Cave, chief executive of Healthwatch Birmingham said:

“We’ve developed this tool to encourage open, transparent information exchange with the public and enable frontline organisations to demonstrate the quality of their services through an independent route.”

“We want more organisations to take advantage of the widget which will provide better opportunities for patients and the public to have their voices heard. It will also support us to build a picture of where services are doing well and where they can be improved.”

Each widget points to Healthwatch Birmingham’s Feedback Centre and partners are given a simple way to view and analyse people’s experiences of their services via ‘Healthwatch Informatics’ – a powerful real-time data intelligence dashboard.

new-widgets-5

Over the past year, the Healthwatch Birmingham website has been visited more than 86,000 times resulting in over 600 pieces of feedback on GP services, pharmacists, hospitals, care homes, dentists and opticians.

Andy added: “Adopting the Feedback Centre widget means organisations can effectively understand how people are using their services and how they are rating the quality of care and treatment experienced. Patient feedback is vital to celebrate good practice, motivate staff and identify where improvement is needed for service users.”

As with other consumer platforms, health and social care service providers have the right to respond to feedback such as acknowledging positive experiences or provide context, solutions or explanations to any issues that may have been raised by service users.

 Benefits of adopting the widget

·         Open and transparent feedback

·         Improve service design and delivery

·         Shape better health outcomes

·         Improve service user engagement

·         An early warning system

See the widget in action

The Healthwatch Birmingham widget has been successfully piloted by several organisations as an effective way to review and analyse feedback on services, including Birmingham Midland Eye Centre and Birmingham South Central CCG.

image of tablet and widget

Birmingham and Solihull Mental Health Foundation Trust has been using the widget for nearly 12 months. John Short, BSMHFT Chief Executive said:

“It is very important that service users and carers have the opportunity to tell us about their experiences so that our Trust can respond appropriately and work towards developing and improving the services that we provide.

“Patient experience is currently captured in a variety of ways and we welcome the addition of the Healthwatch Birmingham Widget, which will provide an additional route for our service users and carers to let us know what we are doing right and the areas of our services that require improvement.”

Home care services provider, Pleasant Valley Care, also encourages service users and their families to share feedback about its services through the Healthwatch widget.

Kacey Akpoteni, Registered Manager for Pleasant Valley Care said:

“As well as being a straightforward way of capturing views and experiences, the widget also enables us to evidence some of our compliance and regulatory requirements by demonstrating that we’re actively engaging with our clients and giving them the opportunity to provide feedback at any time.”

The tool is straightforward to install on most websites including those developed in WordPress, Drupal and Joomla, with three styling and functionality options to choose from. Healthwatch has also developed a communications toolkit to help providers promote their adoption of the widget and will provide ongoing support with technical queries post implementation.

Healthwatch Birmingham is encouraging all voluntary, community and social enterprise organisations to empower their service users to speak up about their experiences.

Get your Feedback Widget

Contact Healthwatch Birmingham for your free Feedback Widget Installation Pack. Call 0800 652 5278 or email info@healthwatchbirmingham.co.uk.

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