Create a culture of listening to patients

Maintaining a focus on listening to patients and keeping patient feedback at the heart of everything you do can have a very positive impact on your staff, your patients and your organisation.

10 Ways to Manage your Reputation

10 Ways to Manage your Reputation diagram from iWantGreatCare

The continuous monitoring and feedback, combined with easy early alert measures provided by iWantGreatCare means you can take full control of your reputation.

To discover how iWantGreatCare can help you with your reputation management please email: clients@iwantgreatcare.org

MINDSET

Adopt the mindset of welcoming feedback, everyone in your organisation has a part to play in managing your reputation. Ensure that feedback forms are available easily and promoted as much as possible. Use both paper-based and online forms.

LISTEN

Listen to what people have to say about your organisation - your patients, their families,your staff, your stakeholders. It may be hard to hear the criticisms people make, but always approach such words with the belief that they can make your offering better.

COMMUNICATE

Openly communicate feedback received, share on social media, on notice boards, on posters. Being visible with how you communicate can have a positive effect on people who complain as you are seen to be taking positive steps.

RESPOND

Respond to what people say, engage in a dialogue. Make sure it’s clear in numerous places that you welcome feedback and that you respond to the positive and the negative.

TRANSPARENCY

Be transparent, be open. No matter what the issue is, it never pays to hide anything. Where possible encourage people to keep records of any interactions and always remain impartial.

INVESTIGATE

Look into areas of concern thoroughly and impartially, keeping a log of all actions taken to ensure if anything escalates you have a paper trail of positive steps taken.

LEARN

Learn from mistakes. Examine past mistakes and make sure everyone is aware of these, how you handled them and what the outcome was, so they don’t repeat these… and if they do, they know the correct way in which to handle them.

FEEDBACK

Provide feedback and recognition to staff and colleagues and ensure feedback is also given to any external people (such as a person who complained) to end the issue positively.

ACT

Take action in the moment, in real time, address issues as they arise, give praise as it’s received and ensure action is promoted and learned from.

CULTURE

People fear repercussions and will go to great lengths to keep things quiet because they have a fear of what might happen to them. Embed reputation management into your culture, praise and provide continuous feedback to all your staff.

iWGC News

The latest from the iWGC team

Keep listening to patient feedback

Read more

10 Ways to Manage your Reputation

Read more

Managing your reputation is essential in this day and age

Read more

Welcome to the Third Revolution of Healthcare

Read more

iWantGreatCare Patient Experience Reports

Read more

What have you done today to make you feel proud?

Read more

Why the Life Science and Pharmaceutical industries won’t survive without real-world evidence

Read more
Like what you see?

Get a personal tour of the products we offer.

Fill in the request to call form and one of our sales team will be in touch to provide a walk through of our services.