180 000 stories 7 000 staff students listening

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180, 000 stories 7, 000 staff + students listening 100, 000 visitors per week

180, 000 stories 7, 000 staff + students listening 100, 000 visitors per week stories read 85 million times

LOTS OF ACTIVITY. BUT FOR WHAT BENEFIT?

LOTS OF ACTIVITY. BUT FOR WHAT BENEFIT?

FOR AUTHORS

FOR AUTHORS

Thank you “I’ve always believed in the NHS… I know it’s people doing their

Thank you “I’ve always believed in the NHS… I know it’s people doing their job, but the way they do it makes all the difference in the world. Thanks to Care Opinion too for creating the opportunity for me to say thank you. ” https: //www. careopinion. org. uk/opinions/269312

FOR SERVICES

FOR SERVICES

FOR STAFF

FOR STAFF

“At times it also helps to actually reduce complaints. We can get in touch

“At times it also helps to actually reduce complaints. We can get in touch with a user straight away and we can avoid a lengthy complaint response. ” Dr Arne Rose, consultant in emergency medicine

“As we’ve been on a journey, so have the users and carers been on

“As we’ve been on a journey, so have the users and carers been on a journey. They now have trust in us, to know that we do want to hear it, warts and all, and that we will work on what the issue is. ” Jenny Newman and Sue Dyke, public engagement

“More than just listening, it has helped us to focus on what we can

“More than just listening, it has helped us to focus on what we can change to improve our service. We’ve learnt that Patient Opinion gives patients a powerful voice, which in turn has empowered us. ” Lisa Metcalf podiatrist

Learning from stories Places the person at the centre [Roberts 2000] Adds richer learning

Learning from stories Places the person at the centre [Roberts 2000] Adds richer learning and understanding [Rugggles 2002, Charon 2009] Engenders empathy [Fairbairn 2002, Hardy 2007] Encourages reflection [Hardy 2008] Shares perspective [Reissman 2000] Promotes resilience [East et al 2010]

The world is changing – fast Old world New world Hierarchy Network Broadcast Conversation

The world is changing – fast Old world New world Hierarchy Network Broadcast Conversation Hiding Sharing Few Many Closed Open Passive recipients Active participants

Berwick Report, August 2013 “Hear the patient voice at every level – even when

Berwick Report, August 2013 “Hear the patient voice at every level – even when that voice is a whisper”

01 180 000 820 000 02 180 00001 180 000 820 000 02 180 000
12 180 000 820 000 13 180 00012 180 000 820 000 13 180 000
Shaklee 180 Success Stories Barbara Lagoni Shaklee 180Shaklee 180 Success Stories Barbara Lagoni Shaklee 180
Listening Overview Listening Listening vs Hearing Definition AListening Overview Listening Listening vs Hearing Definition A
Developing Listening strategies Listening strategies Listening strategies areDeveloping Listening strategies Listening strategies Listening strategies are
Chapter 4 Listening Skills Listening Skills Introduction ListeningChapter 4 Listening Skills Listening Skills Introduction Listening
LISTENING OBJECTIVES Understand the listening process Develop listeningLISTENING OBJECTIVES Understand the listening process Develop listening
Skim listening Listening for detailed comprehension Listening forSkim listening Listening for detailed comprehension Listening for
Chapter 4 Listening Importance of Listening Good listeningChapter 4 Listening Importance of Listening Good listening
The Power of Listening What is Listening ListeningThe Power of Listening What is Listening Listening
Mindful Listening Mindful Listening Mindful listening helps usMindful Listening Mindful Listening Mindful listening helps us
ACADEMIC LISTENING Listening 1 Using Notetaking Symbols ListeningACADEMIC LISTENING Listening 1 Using Notetaking Symbols Listening
Active Listening Listening Skills Listening for understanding isActive Listening Listening Skills Listening for understanding is
ACTIVE LISTENING PURPOSEFUL LISTENING EFFECTIVE LISTENING KEEP QUITEACTIVE LISTENING PURPOSEFUL LISTENING EFFECTIVE LISTENING KEEP QUITE
Chapter 3 Listening Listening is Important Listening doesChapter 3 Listening Listening is Important Listening does
CHAPTER 3 Listening Listening Hearing physiological response ListeningCHAPTER 3 Listening Listening Hearing physiological response Listening
IS ANYBODY LISTENING What is listening Listening nIS ANYBODY LISTENING What is listening Listening n
Active Listening Reflective listening Listening Orientation Reflective TechniqueActive Listening Reflective listening Listening Orientation Reflective Technique
Chapter 3 Listening Listening is Important Listening doesChapter 3 Listening Listening is Important Listening does
LISTENING SKILLS LISTENING SKILL Listening exercises from theLISTENING SKILLS LISTENING SKILL Listening exercises from the
START LISTENING START LISTENING 3 Objections START LISTENINGSTART LISTENING START LISTENING 3 Objections START LISTENING
LISTENING HEARING VS LISTENING Hearing Listening Physiological ProcessLISTENING HEARING VS LISTENING Hearing Listening Physiological Process
CONTENTS 01 Listening 02 Listening task 03 ListeningCONTENTS 01 Listening 02 Listening task 03 Listening