Transcript Sandwell and West Birmingham Hospitals NHS Trust

Frequent Feedback Service
Regula Dent
Marketing Manager
Picker Institute
21 April 2009
Making patients’ views count
Picker Institute Europe – who we are
Independent not-for-profit
research and development
institute with charitable
status, working across
Europe
• Research and evaluate patients’ and
staff experience
• Lead initiative that make
improvements happen
• Build evidence to inform health policy
Making patients’ views count
Fr3dom Health – who we are
• A team of committed professionals
• Specialists in the provision of mobile data solutions
• Continually developing new ways of working
– Challenging traditional barriers to information such as language and
accessibility.
• Strong emphasis on simplicity of deployment and robust
methodology
• Provider of a fully managed service
How did the service come about?
• Increasing emphasis on patient experience and
ongoing monitoring
• Our focus on improvement
• Trust feedback
• Ownership of results at ward level
• Researched different methods
• Pilot of PDAs
• Type and length of questionnaire
• Response rates
Making patients’ views count
Questionnaire
content
National Survey
•Admission
•Hospital and ward
•Doctors and Nurses
•Care and treatment
•Procedures
•Leaving care
• Key summary measures – provide
the Board and Chief Executive with
‘top level’ performance data
• Provide clinical staff at individual
ward / clinical team with fast
feedback
• Target ‘areas for improvement’ and
compare with Trust national data
e.g. information on tests
• Demographic data of respondents to
understand who is providing
feedback
Making patients’ views count
Survey process
• During hospital stay / clinic
visit
• Assisted by volunteers (not
healthcare staff) who ‘put
patients at their ease and
help to make completion of
the questionnaire troublefree’
• All patients invited to take
part
• Flexible deployment across
all care settings
• Adapted to your local
circumstances
Making patients’ views count
What our solution offers
• Ease of administration
• No limit on questionnaire length
(ideal 20 – 30)
• Multiple surveys
• Infection control protocols
• Response rates monitored
• Demographics recorded
• Alternative languages
Making patients’ views count
Demo
Making patients’ views count
Technical
specification
• Network independent
• External data security
• Devices include all technical support, licences,
warranties etc plus on-site training
Making patients’ views count
Reporting
examples
Observe staff washing their hands
•Comparison with your
national survey results
•Analysis over time
•Comparison between wards,
departments, service areas
•Benchmarks with other
Trusts
100%
80%
Don't know
No
Yes sometimes
Yes always
60%
40%
20%
0%
2007
Month 1
2008
Month 2
2008
Patients reporting w ard as being very clean
duirng the course of a year
70
Ward 1
Ward 2
Month
Ward 3
Ward 4
December
November
October
September
August
July
June
0
May
could not recall
Male, 72%
20
10
April
no
March
yes
40
30
February
Male, 7%
Male, 21%
60
50
January
Responses
Privacy & dignity
Ward 5
Making patients’ views count
How fast feedback results are
used:
% patients receiving information about
condition and treatment
80
70
60
50
40
30
20
10
0
Yes
No
Don't know
Month Month Month
1
2
3
Making patients’ views count
How fast feedback results are
used:
% patients report that staff gave
contradictory information
80
70
60
No
50
40
Yes
sometimes
Yes often
30
20
10
0
Month1 Month2 Month3
Making patients’ views count
Key to success
• Patient experience is a key corporate objective and
supported at board level, ie it is everyone’s
business
• A dedicated project manager within the
organisation leading the work
• Process facilitated by independent helpers, eg
volunteers / other means of deployment
• Strong communications – survey results are visible
eg wards, clinical areas
Making patients’ views count
What makes our service
different?
• Flexibility
– No limit on number of questions
– Questionnaires to reflect different care pathways
– Choice of languages
• Tried and tested infection control procedures
• Respondent profiling with demographic data
• Reporting tailored to suit your needs, for example
– key performance indicators for board level reporting
– local ward/unit level measures
– benchmarking and trends analysis against national
survey results / other Trusts
• Independent of your internal IT systems
Making patients’ views count
Further information
Visit: www.pickereurope.org
E-mail:
[email protected] or
[email protected]
Telephone: 01865 208100
Making patients’ views count