The NHS is currently in the process of setting up a patient feedback implementation website, based on the working model of the popular travel and tourism portal Tripadvisor.com. The site would allow the patients to submit their feedback on healthcare without restrictions. Yes, the government healthcare body is very open to receive even derogatory reviews on the site. It is also actively encouraging hospital authorities to reply to the negative responses in real time. Tim Kelsey, the in-charge director for patients and information at NHS revealed that a closed trial system is already connecting a network of 20 hospital trusts with the patients. The trial stage is running successfully with complaints and reviews pouring in consistently.
Kesley also noted that the system is already beginning to show progressive results to guarantee quality healthcare. He cited one instance where an elderly cancer patient complained that the hospital left her without morphine sedation for a few hours following a cancer operation. This was a major issue given the fact the she required the morphine painkiller every five minutes approximately. The patients daughter left a strong comment criticizing the surgeon’s attitude who squarely shifted the blame on the hospital staff and expressed discontent with the medical facility itself.
Kesley confirmed that the purpose of the new site would not be to malign anyone, but to develop an effective system to maintain the reputation of NHS. In the above instance, the NHS trust in question, the South London St Helier facility, contacted the disgruntled patient within hours of registering the complaint, following the transference of the situation to the patient liaison service of the NHS in 48 hours.
The announcement of the rolling out of the new system coincided with the publication of the annual study from the Patient Association charity service. This annual report was not exactly in all praise of the NHS. The report noted that most hospitals even lack basic care amenities and the NHS apparently does not have any idea of a solution. The report also stated that NHS often tends to forget that ‘care and compassion’ must be the core ideas for providing healthcare.
Kesley responded to the queries in saying that the concept of openness in reviewing could be an effective solution to the several issues. He gave references of several US cities like Miami, New York, and Boston where public services operate through a public feedback protocol. He elaborated that the local administration in these cities encourages the public highly to send their feedbacks on the public services. In those cities, more than 90,000 people regularly send tweets and messages to the public administration in complaining about issues like uncollected trash and the poor condition of the roads.
Kesley informed that the new system would focus on intelligent patient interaction. The department plans to roll out the entire program next year on a national scale. This 24/7 healthcare feedback service would be accessible by the phone, or through Facebook and Twitter accounts. However, there would be moderators to look after the comments. There is a glitch in enforcing moderation though. If the patient is blasting the healthcare provider in his/her Facebook/twitter account through the feedback portal, the NHS would not be able to moderate anything about it. The NHS has to manage over 1 million people every 36 hours. The official seemed confident that the new website would be able to handle the huge influx of information in the form of reviews.