The Kimberley journey so far

The Kimberley is now in its second year engaging with Patient Opinion as an online consumer feedback system. The journey continues as we build relationships with our patients, engaging with their stories and working together to continually improve what we do and how we do it. Patient Opinion has helped us to genuinely listen, understand and respond to the patient experience.

Our partnership with Patient Opinion has been openly caring, supportive and helpful. The team has helped us through the initial stage of setting up, problem solving and IT issues. They continue to support advise and always follow up any queries. We in turn are now able to guide and coach other regions that have come on board this year.

We aim to respond to all stories within a 24 hour period. It is important we acknowledge the story and demonstrate we are taking the story seriously. We may not have all the answers first up, but when we feel it’s required we will invite the storyteller to contact us, investigate, and work out a solution . However, often there is enough information provided for staff learning and service improvement, without investigating and we respect the storyteller’s right to remain anonymous. It’s also inspiring for our dedicated staff to know what they’re already doing well. Of course, all feedback is welcome.

We continue to evolve the more we use Patient Opinion. We are now looking at ways we can provide and explore creative opportunities to engage further with our patients.

Thanks Patient Opinion for providing an opportunity for open, transparent and honest feedback between our service and the people that use it. Together we can continue to deliver quality healthcare and put our patients in the center of everything we do.  

Maureen Crowther

Patient Opinion coordinator

Western Australia Country Health Service (WACHS) , Kimberley