Timeframe
It is recommended that Phase 5 is reached within four (4) months of the completion of Phase 4. This is 10
months after the subscription contract (Service Agreement) has been signed and returned to Care Opinion
Australia.
Resources
Each phase of the Implementation Guide includes resources that are designed to support you to work through
the phase. These resources are intended as a guide for you to customise to suit your individual health service
organisation.
Communications
Desired outcomes
Organisation
- Staff have a safe environment to discuss stories told and their experience with the platform, and feel
supported in their continual engagement with the platform
- The number of staff and stakeholders reading stories continues to grow.
Setup
- Stories are integrated with existing feedback mechanisms to provide a holistic view of the consumer
experience.
- Stories and reports are being used in Board and Executive meetings to inform discussions on organisational
strategy, culture and the consumer experience.
Communication
- Consumers are aware of the platform and confident that their stories are genuinely welcomed, will be
used to inform service improvement and will be responded to with compassion and respect.
- Community promotion tactics and campaigns are routinely employed to encourage consumers to share
their stories.
- Meetings and discussions are regularly held with Care Opinion staff to ensure optimal use of platform
features and functions.
- The service has determined how Care Opinion will be measured for success in the health service
organisation (e.g. number of stories, changes made, percentage of highly critical stories received).
