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Guidelines & FAQs For Feedback

Guidelines for submitting feedback

Identifiability (This applies to the comments box only)

We want to be able to publish every piece of feedback we receive. However, we also have a duty to you to make sure you, and others involved in your experience, can’t be identified from the comments you send to us.

To avoid people being identified from your feedback, please make sure you do not include the following information in the comments box

• Your name and contact details*
• Names or physical descriptions of friends and family
• Your address
• Names or physical descriptions of personnel at the service
• Dates and times you attended the service **
• If you have a rare condition, please try to give your feedback without naming the condition.

Please also try to avoid describing your experience in so much detail that you couldn’t possibly be talking about anyone else. For instance, if you tell us the exact words that a member of staff used when speaking to you, that member of staff might be able to read your comment and recognize what they said, and therefore be able to figure out who posted the feedback.

If you feel that you can’t describe your experience adequately without making it identifiable, you can always contact us directly at info@healthwatchpeterborough.co.uk or call 0330 355 1285 (local rate number).

*We are asking you not to include your name and contact info in the comments box. We have separate boxes for contact info where we would like you to input them.

**You can tell us things like how long your wait was or how long a procedure took, but please avoid giving us specific information about when it started or ended.

Personal comments and abusive language

You may well have very strong feelings about treatment you have received, and there is nothing wrong with wanting to make those feelings heard – that is part of what the centre was set up for. However, we ask that you keep your comments directed at the service you received, rather than making personal comments about the people who provided it.

For example, it is fine to say:

‘The treatment I received was disgraceful’

But please don’t say:

‘The doctor who treated me was an absolute disgrace.’

This doesn’t mean that you can’t criticize the actions of the people involved in your treatment. For instance you could say:

‘The receptionist made rude and dismissive comments.’

But please don’t say:

‘The receptionist is a very rude person.’

Please also refrain from swearing or using abusive language in your comments.

Frequently Asked Questions

Why can’t I see my rating and comment on the Online Patient Feedback Centre?

Feedback does not go up immediately –we have to moderate it first. You should be able to see your feedback on the website within ten working days of making the comments, unless you have included information in your comments that makes you identifiable.

What does moderating my feedback involve?

When we receive feedback we have to moderate all of it to check that you can’t be identified from it.

• If you’ve just submitted a star rating we will publish this on the online patient feedback centre.
• If you’ve made a positive comment and you can’t be identified from your comment, we will publish this.
• If you’ve made a negative comment and you can’t be identified from your comment, we will contact the service provider telling them what you have said (without sharing your personal information) and give them some time to respond to the comments you have made. We will then publish the comments you have made along with the service provider’s response, or if they don’t provide a response we will publish your feedback and note that they have not responded to it.
• If we decide that you are identifiable from your comments, we will post your star rating but will not be able to post your comments. In that event, we will email you to explain why we haven’t published your comments and suggest a way for you to re-submit your comments in a non-identifiable way.
So how do you use my feedback?

We use your feedback to help us build up a picture of what care is like in services across Peterborough and what issues Peterborough patients are facing, so that we can use that knowledge in our work promoting good practice and recommending change where bad practice occurs.
In addition, your feedback will be useful to other members of the public visiting the site when they make decisions about how and when they want to receive care.

We will also share your feedback with the services you review so they can use it to identify what they are doing well and improve what they are not doing well. We send negative comments straight to services so that they have a chance to respond to them and to deal with the issues raised promptly. We also send quarterly reports to services which will tell them what star ratings people have given them and what positive feedback they have received.

Why do you need my name and contact information?

There are several reasons why we collect your contact information.

• If we are unable to publish your comment, we want to be able to get back to you to explain why.
• We also need your contact information to give you information on how to make a complaint if you have requested this.
• If your comments show that there is a safeguarding issue (i.e. that someone is being abused or neglected), we need to be able to contact you to help protect you or the person suffering abuse. We will also have a duty of care to report this to Peterborough’s Safeguarding Boards and to pass on your contact information to them. This will enable them to contact you to deal with the issue of abuse or neglect and protect the person subject to it.

Will you share my name and contact information with the service I am reviewing?

We will not share your name or contact information with the service you are reviewing. We will treat your name and contact information as confidential information.

If your comments show that there is a safeguarding issue (i.e. that someone is being abused or neglected) we will have duty of care to report this to Peterborough’s Safeguarding Boards and to pass on your contact information to them. This will enable them to contact you to deal with the issue of abuse or neglect and protect the person subject to it.

Who will be able to see my review?

Your star rating and comments will be publicly displayed on the website, meaning anyone visiting our website will be able to see them. Your name and contact information will not be made public.

Is leaving negative feedback on the online patient feedback centre the same as making a complaint?

No. A complaint involves you telling the service directly that you are dissatisfied. By writing feedback on the online patient feedback centre, you are letting Healthwatch Peterborough and visitors to our site know about the service you have received, and enabling us to recommend changes based on what you tell us.

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