Table 1.

Factors identified as potentially influential in enhancing response quality

1. Provides a photograph of responder	11. Offers reassuranceb
2. Provides responder name	12. Tailors response
3. Names the story provider in response	13. Offers to make contact with the story provider at a later dateb
4. Identifies responder role	14. Signposts patient to other relevant servicesb
5. Provides explanation of responder role	15. Explains purposes of signposted services and why these have been suggestedb
6. Explains why the responder in particular is responding	16. Provides contact details and a named person for these servicesb
7. Responds within 7 days	17. Provides opening times for suggested servicesb
8. Offers thanks for providing patient story	18. Suggests more than 1 contact optionb
9. Offers to pass feedback onwards if positive in naturea	19. Signs off response in a polite manner
10. Provides an apologyb

^aOnly applicable to positive/mixed stories.

^bOnly applicable to negative/mixed stories.