Real-time and Right-time feedback: improving care ...€¦ · Right–Time Feedback Ask (and...
Transcript of Real-time and Right-time feedback: improving care ...€¦ · Right–Time Feedback Ask (and...
Real-time and Right-time feedback:
improving care experience, learning from the
Person-centred Health and Care Programme
Introductions
Ann McLinton - NHS GGC
Lillian Crichton - NHS Western Isles
Rick Edwards - NHS Lanarkshire
Denisa Lorincova - NHS Lanarkshire
Deborah Baldie – NHS Tayside
Stephanie Stewart - NHS Tayside
Learning Objectives
1. To provide a taster session of how to review
and analyse care experience feedback.
2. To assist you to make links with:
• organisational (ward and unit) values,
• codes of professional conduct,
• standards,
• person-centered criteria
3. To provide guidance of how to identify
opportunities for change and improvement.
Real-Time FeedbackGather and record care
experience from people at point of care using a
conversational approach
Provide narrative feedback to care team
within 48 hours
Care team reflect together and discuss all available
feedback at a routine improvement meeting
Care team prioritise improvement
opportunities based on feedback
Improvements are tested and evaluated
Improvements are implemented and
spread
Right–Time FeedbackAsk (and consent) people
within the care environment if they are willing to give feedback
post episode of care
Hold a quality conversation by telephone
about care experience within 2-3 weeks of
discharge and record feedback
Relevant care team(s) receive feedback to reflect together and discuss at their routine
improvement meeting
Care team(s) prioritise improvement
opportunities based on feedback
Improvements are tested and evaluated
Improvements are implemented and
spread
Workshops
Table 1: Renal right time feedback – Steph/Debbie
Table 2: Medical pathway real-time feedback – Ann
Table 3: Western Isles feedback – Lillian
Table 4: Surgical real and right –time feedback - Rick
Table 5: Community real and right-time feedback - Denisa
Workshop - Plan
1. How did the data make you feel?
2. What positive aspects did you notice? (Adds
Value)
3. What negative aspects did you notice? (Does
not add value)
4. What are your priorities for change?
Feedback – Group Spokesperson
1. How did the process go, how did it feel?
2. Identify one key insight...
3. Identify one key critical question (questions
start with how or what) they would have for
facilitators working in pilot sites.
Evaluation
The thing I liked most...
The thing I liked least...
My key learning...