making patients’ views count frequent feedback service regula dent marketing manager picker...
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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