OrganiZation
- The CEO and Executive Team understand how and why staff and storytellers have engaged (or not engaged) with the platform and developed appropriate strategies going forward (if applicable)
- Staff across the organization understand the service’s commitment to using Care Opinion and the basic principles of online, narrative and relational feedback.
- Staff in the soft launch services:
- are confident to navigate the Care Opinion website
- are willing to act as ambassadors of the platform for other staff
- are confident to promote Care Opinion to patients who have had positive and negative experiences.
- The CEO, Executive Team, Project Lead and Site Administrator have collaboratively developed appropriate strategies to overcome barriers to engagement (e.g. workforce capacity, resourcing restraints and COVID19 outbreaks (if applicable).
- Processes are in place to support front-line staff to engage with the platform and additional responders to respond to stories appropriately.
- The platform is ‘officially’ launched (either with additional selected departments (or the entire organization) using at least one (1) storyteller engagement campaign.
- The service’s website is prominently displaying a commitment to narrative, relational feedback and responding to stories, with a call to action for consumers to provide feedback on Care Opinion platform with the storytelling widget (preferred) or a clear link (button) to the storytelling page.
- Stories are being told and being discussed in key meetings (staff, quality and safety, consumer advisory, board and management meetings).
- Reports are being generated and scheduled for regular use to inform:
- trends and themes demonstrated in the feedback received
- tone, content and quality of responses
- changes being made as a result of narrative, relational feedback
- staff engagement with patient and carer stories.
Communications