Making patients’ views count Frequent Feedback Service Regula Dent Marketing Manager Picker Institute 21 April 2009.

Making patients’ views count

Frequent Feedback Service

Regula DentMarketing 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

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

Making patients’ views count

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

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

Making patients’ views count

Demo

Technical specification

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

warranties etc plus on-site training

Making patients’ views count

Making patients’ views count

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:

Making patients’ views count

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

Making patients’ views count

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

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

Making patients’ views count

Further information

Visit: www.pickereurope.org

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

Telephone: 01865 208100