"Increased transparency needed from patient opinion"

About: Care Opinion

(as a relative),

I have been waiting a few days now for a post to be approved...I think patient opinion should clearly state some type of timeframe I. e. Letting the public know the maximum limit for publishing stories. We take the time to send our experiences on to you. It seems only courteous to let us know how long it could take.

I also saw on this site that patient opinion has changed its moderation policy...namely that non nhs providers can agree or not agree to the publication of stories. I was shocked by this. There is no information about the date that this change occurred. I also think important changes like this need to be more visible....via latest news or updates links...dates would also be useful.

I also think that it should be easier to find out how to comment about our experiences of patient opinion....there needs to be easier navigation to pages like this.

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Response from James Munro, Chief executive, Care Opinion We are preparing to make a change

picture of James Munro

Hello there, thanks for your feedback about Patient Opinion (and for being such a vigorous Patient Opinion user).

Your raise three distinct issues:

1: Can Patient Opinion be more transparent about how long it might take to publish stories?

I agree, we should provide information about this on the site, and I’m sorry we haven’t done so up to now. We’ll update our information pages to include this information.

2: When did Patient Opinion’s moderation policy change?

Our moderation policy and process is in more or less continuous evolution, as we face new challenges and learn more about how to balance the benefits and risks of online public feedback. Often, we write about the challenges and our current thinking on our blog.

We introduced a more explicit publication process for non-NHS providers when we extended Patient Opinion to also cover adult social care (mainly through Care Opinion) in 2012. Our aim here is primarily to add some legal protection for both ourselves and story authors on Patient Opinion. You can read more about how this works on our moderation pages:


3: How to post comments about Patient Opinion?

I’m sorry this was difficult to do. In general, you can just post a story. If it includes some elements which are about Patient Opinion itself, we will link it to Patient Opinion, and you can see all that feedback here:


You can also find advice on giving us feedback (or complaints) here:


I hope that’s helpful.

With best wishes


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Response from James Munro, Chief executive, Care Opinion We have made a change

picture of James Munro

Hi there, just to say we've now added a new page with some information about how long moderation may take:


I'd welcome any feedback you might have about this and whether we could improve it.

We'll add a link to this page in the email we send out when someone submits a story to Patient Opinion, which I hope will be helpful too. We're also thinking hard about ways we can speed up our moderation, especially as the number of stories we receive increases over time.

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Update posted by it'salwaystherighttimetodotherightthing (a relative)

Dear James, many thanks for your response and update. This is much appreciated. I think that it is a really good idea to include a link in the acknowledgment email from Patient Opinion following submission of a story.

My only other suggestions, which I accept might be too labour intensive for a small org are:

1) periodically checking how user-friendly people find Patient Opinion... eg how easy do people find it to navigate around the site, how easy the content is to understand i.e. use of plain English etc. This could be done through a very short questionnaire to even a sample of people after they have submitted a story.


Consider having a focus group of volunteers to ask for feedback/input when changes are being made to your website.

Thanks again for your reply to my comments/observations.