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Respond to stories with empathy and authenticity


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Regardless of the purpose of providing feedback and whatever the experience of care, a person sharing the story of their experience of care wants to be heard. They have put time aside to put their thoughts into words to share their experience with you. Taking the time and putting consideration into how you respond, is a reciprocation of this kindness.

When it comes to writing high-quality responses, we urge all staff to strive to aim to demonstrate that you have genuinely listened to consumer and taken on the specifics of their story, and come across as compassionate and authentic.

These recommendations are from a co-produced framework grounded in justice theory by Baines et al. on writing effectively to online patient feedback.

Further research has shown that staff require support when dealing with anonymous feedback. Our interactive training sessions are designed to provide this support.

Session Topics

Bringing humanity into your written responses: In these sessions, we will look at the language and phrasing, content and tone that reduces the risk of sounding generic or lacking compassion. Read more and register for a session.

Truth vs. perception in critical stories: In these sessions, we will look at the filters through which consumers see their experience. We also explore the differences between consumer perception and staff perception of a situation. Read more and register for a session.

Return to Live Training Webinars.