Local by Social: Patient Opinion

Patient Opinion is a great site for people to leave feedback about their experiences with health services.

• Really micro level issues can be discussed and action taken
• Based on the telling of stories by service users
• Great example of dodgy toilet seats!
• Ratings for responses from institutions
• Patient Opinion makes it possible to access thoughtful, passionate people who aren’t motivated to complain
• Higher threshold for willingness to share with public services – eg easier to share a cat video than a story about your weird disease
• Lessons: transparency and conversations drive change, adaptable to council work, scalable, cost effective, business model and values
• Government cannot do this kind of work well – and nor the purely private sector. This work belongs in social enterprises