Today I... told my story: sharing experiences of social care: online feedback and social care

Document type
Corporate author(s)
Consumer Focus (Great Britain)
Consumer Focus
Date of publication
1 November 2012
Social Work, Social Care and Social Services, Children and Young People
Social welfare
Material type

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In this project Consumer Focus has examined how online user feedback can be used to make the care sector more open and accessible and to bridge the information gap about people's experiences of care. This paper presents the work undertaken with a user-based service design agency to develop a bespoke concept for the sector that is mindful of the difficulties in attempting to apply what has worked in other sectors to care services. It does not offer a complete solution, rather suggests a foundation that can be built on. The concept of such an online feedback method aims to develop a user-led rather than a system-led model for collecting experiences of care. The development of such a concept seeks to address: increasing overall consumer use and reliance on peer feedback and consumer expectations that feedback will be available in all sectors; increasing demand for information about social care; consumer appetite for user feedback about care experiences; and changes in the market, such as increasing personalisation impacting the way care is delivered and paid for. Some of the challenges outlined in the development of an effective online feedback system were identified as: how to ensure the integrity of feedback; ensuring privacy and anonymity; preventing negative repercussions for those in care; protecting individuals against vexatious/ defamatory comments; and freedom to make comments in good faith without fear of reprisals.

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