Yesterday we delivered Subscriber Chat #3, focused on Care Opinion in mental health settings. The session brought together subscribers and colleagues working in mental health to discuss how online feedback can be encouraged, moderated and responded to safely.

We explored why online feedback matters in mental health services, how Care Opinion is being used in practice, and the value of listening and responding publicly. Discussion also covered common themes in mental health feedback, including trust, confidentiality, emotionally complex stories, safeguarding and staff confidence.

Guest speakers

Tim Hunt, Head of Safeguarding at Care Opinion, shared how Care Opinion moderates content, supports vulnerable storytellers, and uses safeguarding processes and escalation routes to help manage feedback safely.

Genevieve Smyth from NHS Borders shared her very thoughtful experiences of how she promotes Care Opinion in her role as Wellbeing Advisor by introducing feedback at an early stage in her therapeutic journey with patients. She also talked about how she creates a 'safe space' for people to feedback honestly and shared her tricks of the trade such as visual aids to help people explain how they feel.

Key themes from the discussion

• Online feedback can support improvement, learning and relationship-building.
• Mental health services need thoughtful processes for confidentiality, safeguarding and public responses.
• Peer learning helps teams build confidence and share practical ideas.

Watch the recording

Recording: The embedded recording of Subscriber Chat #3 is here below, so that if you weren't able to attend you can watch the session back and share it with colleagues.

Slides for Download: mh-subscriber-chat-slides.pptx

Thank you to everyone who joined the session and contributed to the discussion, and especially to Tim Hunt and Genevieve Smyth for sharing their insight and experience. We look forward to continuing the conversation through future subscriber chats, find out what's coming up on our Events Page.