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Managing patient feedback, concerns and complaints including social media

Paul Jebb Experience of Care Professional Lead NHS England spoke at today’s Complaints conference on:

• managing feedback, concerns and complaints in real time
• embracing and encouraging feedback through social media including Twitter
• our experience and moving forward

Paul began by referring to complaints using the term 'feedback' which he said is important for applying a positive approach and learning from complaints - feedback.  In his presentation Paul began by looking at what makes a good experience for patients and how staff experience is equally important in changing organisation and team culture. He then went on to look at the number of complaints received in 2013/14 and how these could be managed with an increased emphasis on front line resolution.  Paul discussed the importance of giving, receiving and responding to feedback in real time and reflected on the process in Blackpool for responding to complaints.

Paul’s full PowerPoint presentation is available for download at the end of this page.

Paul
qualified as a nurse in 1996 and worked in numerous posts within nursing including Modern Matron and Senior Nurse Manager, as well as a period in operational management. Then in 2010 returned to nurse management and is Assistant Director of Nursing & Head of Patient experience at Blackpool Teaching Hospitals NHS FT. From October 2014, Paul undertook a secondment to the National Patient Experience team at NHS England as Experience of Care Professional Lead.

Paul has been involved and led on numerous quality improvement initiatives throughout his career, and has gained the extra mile award by the motor neurone disease Association, in 2012 Paul was winner of a national Patient Safety Award, and in 2014 Paul and his team won a national healthcare communications award for best engagement.

Paul has developed his managerial skills and has completed an MA in Health Service Management. Paul also completed the Dept. of Health/RCN leadership Course for Nurses Working with Older People in 2005, and he was a Fellow of the NHS Institute Faculty of Improvement.

As an advocate for the 6Cs Paul has become a ‘caremaker’ and supports the work around 6C’s live as well as leading on project around patient centred OD with the DoOD team at NHE Employers. Paul is also an ambassador for the Mary Secole Statue Appeal.

In February 2014 Paul was honoured to be offered an Honorary Senior Lectureship at the University of Central Lancashire.

Paul is also a member of an NMC advisory panel, this made up of senior registrants aims to give strategic direction to the NMC Executive team and to improve the dialogue between the NMC and leaders in the professions and to ensure expertise is brought to bear on NMC work.

Paul has interests outside the workplace and has represented the Royal College of Nursing at local, regional national and international levels, is a member of Nursing Standard Editorial Advisory Board, and regularly contributes opinion pieces. Paul also judges several national awards including the Nursing Standard Nurse Awards.

Paul has also been the Assistant Chief Nurse (Head of Workforce) for St John Ambulance (England & the Islands), and has held other voluntary roles. In 2012 he was honoured with the award of ‘Officer of the Order of St John’.


Future events of interest:

Root Cause Analysis: 2 Day Intensive Training Course
Tuesday 15 September — Wednesday 16 September 
Hallam Conference Centre, London

Improving Patient Experience & Efficiencies using Lean 6 Sigma: Two Day Intensive & Interactive Workshop
Tuesday 20 October — Wednesday 21 October 
Manchester Conference Centre, Manchester

Always Events®: A positive approach to Improving Patient Care
Thursday 22 October 
Hallam Conference Centre, London

Nurse Clinics 2015
Thursday 19 November 
Hallam Conference Centre, London

National PROMs Summit 2015
Tuesday 1 December 
Colmore Gate, Birmingham

Complaints Handling, Investigating, Resolving and Learning
Monday 7 December 
Hallam Conference Centre, London


Download: Paul Jebb full presentation

1 July 2015

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