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Purpose

This phase lays the foundations to inform, prepare and equip key stakeholders to engage with narrative, relational feedback. During this phase, the focus is primarily on internal stakeholders, including staff in soft launch services and includes internal promotion, training and communications.

Action Plan (PDF)
Action Plan (editable version in Word)
Download PDF version of Phases 1 and 2 of the Implementation Guide and Action Plan.

Timeframe

It is recommended that Phase 2 is completed within one (1) month of Phase 1’s completion. This is three (3) 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.

• Member Roles (template)
• Response and Story Escalation Workflow (template)

• Orientation and Site Navigation (PDF)
• Managing Subscription Members
• Creating and Saving Alerts
• Creating Alerts For Other Members
• Creating Invitation Links (How-to video without audio, PDF document)
• Responding to Stories (PDF document)
• Assisted Storytelling (Assisted Storytelling Pack)

• Site Administration: Roles, Responsibilities and Training Outcomes (PDF)
• Understanding Care Opinion for Staff (PDF)
• Care Opinion FAQs for Staff

• Visual Identity Guidelines and Co-Branding Agreement )
• Consumer Engagement Guide

Desired outcomes

There are several outcomes you will have ideally achieved before moving on to Phase 3, Soft Launch. They are broken down into three categories with each outcome being linked to a specific item in the action plan.

• Statement of Intent for the use of Care Opinion is articulated and agreed upon.
• Site Administrators:
  • understand and are confident in the role and its responsibilities
  • have attended training and feel capable of demonstrating platform features.
• Key stakeholders (identified as part of the analysis in Phase 1), understand:
• the health service organisation’s intent for using Care Opinion
• the basic principles of narrative, relational feedback and online safety
• key messages and how to promote Care Opinion and engage staff in the process.

• Processes and key messages are developed to support staff in soft launch services through the change process and to help them understand, and gain confidence in the use of the platform.
• Staff members who require access to the platform and alerts of published stories during Phase 3 have been identified.
• Member Roles template is complete and shared with Care Opinion.

• A community awareness strategy is developed, including promotional plan and promotional materials (co-branded) to engage external stakeholders with the platform.