Search Results

Purpose

During this phase, staff and consumer engagement with Care Opinion in soft launch services is reviewed to inform an expanded roll-out of the platform in additional departments/wards or organisation-wide.

Action Plan (PDF)
Action Plan (editable)
Download PDF version of Phases 1 - 4 of the Implementation Guide and Action Plan.

Timeframe

It is recommended that Phase 4 is completed within two (2) months of the completion of Phase 3. This is six (6) months after the subscription contract (Service Agreement) has been signed and returned to Care Opinion Australia.

Resources

• Phase 1-3 Self-Assessment Form

• Create, save and schedule reports
• Creating story tags
• Creating reports on your members' activities
• Assisted storytelling
• Guide to Generating Reports on Care Opinion (PDF and video)
• Engaging Consumers in Narrative Feedback

Image with Care Opinion logo and contact details for email signatures and letterheads

• Media kits for bi-monthly consumer engagement campaigns
• Social media campaign calendar
• CO Hero certificate
• Co-branded ‘CO Hero’ certificate template

Desired outcomes

• The CEO and Executive Team understand how and why staff and consumers have engaged (or not engaged) with the platform and developed appropriate strategies going forward (if applicable)
• Staff across the organisation 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/wards or the entire organisation) using at least one (1) consumer 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.