Three months in: Leading through change, guided by stories

There’s something profoundly moving when a patient or service user shares their story—a moment where vulnerability and courage bridge the gap between people and health and care systems. I’ve always believed in the power of stories, but in my first three months as CEO of Care Opinion, I’ve come to realize something even deeper: the universal truth that, no matter the system or location, the benefits of listening to and acting upon these stories are the same.

Having led Care Opinion in Scotland, I thought I understood the impact of feedback well. But transitioning to the role of leading the organisation has expanded my perspective. From the UK to Ireland, Australia, and Canada, I’ve seen that the values of openness, trust, and shared learning transcend borders. When people’s voices are heard and valued, change follows—no matter where you are.

This journey has been enlightening, reminding me that the power of a story is universal—a force for improvement and connection everywhere.

The Power of Listening

The beauty of stories in health and care is that they make the invisible visible, shedding light on unheard experiences, small moments that spark change, and impacts that inspire others. But it’s not just about listening; it’s about listening with purpose. When organisations truly listen, they don’t just gather feedback, they gather the keys to improving services, making them more compassionate and effective.

One of the most powerful lessons I’ve learned in my first few months as CEO is that the simple act of listening can spark transformation, no matter where you are. Whether it’s a caregiver in the UK, a patient in Canada, or a healthcare worker in Australia or Ireland, hearing someone’s story creates an opportunity for action. These stories become the foundation for positive change, shaping policies, refining services, and fostering cultures of care.

The Ripple Effect of Impact

In health and care, feedback is more than a tool for improvement—it’s a catalyst for growth. Each shared story creates a ripple effect, The insights shared by one individual can lead to learning and/ or changes that benefit many. Across all the systems we operate in, the power of shared experiences stands out. Organisations that embrace feedback are better equipped to serve their communities, build trust, and create spaces where people feel safe to share their most personal experiences. This not only improves outcomes but strengthens health and care systems, making them more responsive and empathetic.

What I’ve Learned

Moving from Care Opinion Scotland to leading our work across all of the countries we operate in, has been a journey of growth, both for me and the organisation. One thing has become abundantly clear: No matter the system, the desire for connection, understanding, and care is the same. Whether it’s a small community hospital, or a large complex healthcare network, stories have the power to unite, inspire and guide change.

But this also comes with a responsibility. As we scale our impact, it’s crucial that we remain grounded in our mission – to enable and support people's voices, that those voices are heard, and they lead to real meaningful learning and change.

It’s not always easy, but it's always worth it!

Listening Amidst Change – The Heartbeat of Reform

As we witness transformative shifts in health and care policy, most recently in England from the NHS's evolving 10-year plan to the discontinuation of NHS.uk’s patient feedback services, the need to listen deeply to the stories of those we serve has never been more critical. These changes, while presenting both challenges and opportunities, must be accompanied by a commitment to understanding the experiences and needs of individuals.

Patient stories are not mere anecdotes; they are the compass guiding us toward better, safer, and more compassionate care. They shed light on the gaps in our systems, highlight areas for improvement, and reinforce the human element at the heart of health and care. By embracing these narratives, we ensure that reforms are not just top-down policies, but are rooted in the lived experiences of those affected.

In this pivotal moment, let us prioritize listening—not as a formality, but as a fundamental practice. For in the stories of individuals lies the blueprint for a health and care system that is equitable, responsive, and truly centred on the people it serves.