Making patients’ views count Frequent Feedback Service Regula Dent Marketing Manager Picker...

Making patients’ views count

Frequent Feedback Service

Regula DentMarketing Manager Picker Institute

21 April 2009


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

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

Questionnaire content

• 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 datae.g. information on tests

• Demographic data of respondents to understand who is providing feedback

National Survey

•Admission

•Hospital and ward

•Doctors and Nurses

•Care and treatment

•Procedures

•Leaving careMaking 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 trouble-free’

• All patients invited to take part

• Flexible deployment across all care settings

• Adapted to your local circumstances


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

Technical specification

• Network independent• External data security• Devices include all technical support, licences,

warranties etc plus on-site training



Reporting examples

Patients reporting ward as being very clean duirng the course of a year

0

10

20

30

40

50

60

70

January

Febru

ary

Marc

h

April

May

June

July

August

Septe

mber

Octo

ber

Novem

ber

Decem

ber

Month

Resp

on

ses

Ward 1 Ward 2 Ward 3 Ward 4 Ward 5

Privacy & dignity

Male, 72%

Male, 21%

Male, 7%

yes

no

could not recall

•Comparison with your national survey results•Analysis over time•Comparison between wards, departments, service areas•Benchmarks with other Trusts

Observe staff washing their hands

0%

20%

40%

60%

80%

100%

2007 Month 12008

Month 22008

Don't know

No

Yes sometimes

Yes always

% patients receiving information about condition and treatment

010

203040

506070

80

Month1

Month2

Month3

YesNoDon't know

How fast feedback results are used:


How fast feedback results are used:

0

10

20

30

40

50

60

70

80

Month1 Month2 Month3

No

YessometimesYes often

% patients report that staff gave contradictory information



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

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 systemsMaking patients’ views count


Further information

Visit: www.pickereurope.org

E-mail: [email protected] or [email protected]

Telephone: 01865 208100

Making patients’ views count Frequent Feedback Service Regula Dent Marketing Manager Picker...

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