Nottinghamshire Healthcare NHS Trust RESPONDING TO POSTINGS Helen

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?

IF I WERE THE PATIENT, WHAT WOULD I LIKE TO READ? WOULD I WANT

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

WHAT IF THE POSTING IS CRITICAL? • REMEMBER PATIENTS HAVE BEEN BRAVE ENOUGH TO

USE WARD PROCESSES TO HIGHLIGHT POSTINGS AND WHAT YOU CAN DO/WHAT YOU CAN’T DO.

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Nottinghamshire Healthcare NHS Trust: RESPONDING TO POSTINGS Helen Forrester, Ward Manager B 50

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 AND WHAT YOU CAN DO/WHAT YOU CAN’T DO. ON B 50, 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’