Use%20of%20Inpatient%20Survey%20Results

1
Use of Inpatient Survey Results

• Results of an online survey of acute hospital
  trust survey leads for 2005 inpatient survey

2
Background

• Objectives
• To establish how trusts currently use the survey
  results
• To identify ways in which we might be able to
  help them
• to use the results more effectively
• and to disseminate them more widely
• Methodology
• The survey was conducted online
• All 2005 survey leads (n.169) were e-mailed in
  early November 2006 to invite them to take part
  (with follow up mailing to replacement contacts,
  where notified)
• Two targeted reminders were sent to
  non-responders at weekly intervals to encourage
  participation (with a final, third, reminder
  included in a routine e-bulletin from the Acute
  Co-ordination Centre)

3
Response Rates

• 76 trust survey leads completed the
  questionnaire, giving a raw response rate of
  45
• After adjustment for known undelivered e-mails
  (i.e. bounce-backs due to invalid e-mail
  addresses/rejection by SPAM filters) response
  rate was 47
• Response rate amongst in-house trusts was
  marginally higher than for those using a
  contractor, hence all quantitative results have
  been adjusted at the analysis stage to give
  appropriate weight to the views of each group
• The job functions of those responding, and giving
  a job title, were
• PALS/PPI 40
• clinical governance managers 22
• senior managers, including clinical directors 16
• audit and information staff 11
• others 11.
• A chart showing dates of returned questionnaires
  is appended (Appendix 1)

4
Key findings Current use/dissemination of results

• All survey outputs are widely used. However, the
  initial results (from a contractor or in-house
  team) are used the most. This is probably
  because they are
• available earlier
• easier to analyse/manipulate
• Most trusts (82) do additional analysis of the
  data particularly looking at trends and
  comparing across sites/specialties or with other
  trusts
• nine out of 10 also use, and value, the
  open-ended patient comments
• Benchmark reports are generally found more useful
  than the national tables mainly because the
  latter are felt to be difficult to find and
  manipulate
• All results are widely disseminated throughout
  the trust, with presentations made to a number of
  groups and findings also shared through intranet,
  newsletters and various other fora

5
Key findings Help in analysing/using the data

• Trusts would particularly welcome
• Case studies (how others have used the data)
• And statistical? help in
• comparing with other trusts
• understanding trends
• understanding the weighting used (e.g. in
  benchmark reports/national tables)

6
Key findings Help in publicising/disseminating
the data

• The most popular suggestions were
• Generic fact-sheets for patients and staff
  explaining the purpose/use of patient surveys
• Templates for fact-sheets and presentations for
  trusts to slot in their own results
• It was also felt by some (around 4 in 10) that
  the presentation of the results on the Healthcare
  Commission website could be improved, e.g.
• More historical comparisons
• More explanation of results
• Better use of graphics
• In general, make the results easier to find

7
Survey Outputs Used ()
Which, if any, or the survey outputs listed below
does your trust use? Which one of these outputs
do you use the most?
8
Are any additional analyses carried out?
9
Types of additional analysis done( mentioning
each type of analysis)
Based on 82 of trusts who do additional analysis
10
Use of patient comments
89 of trusts say they use the patient (open-end)
comments. The number of trusts mentioning each
theme is as follows
Asked of those who analyse/use the open-ended
comments
11
Use of patient comments some examples

• These are the 'diamonds' in the patients survey
  because they make the statistics real and
  meaningful. The comments help stop any tendency
  to challenge the data on the stats.
• Break down into specialty and then into
  different themes food, cleanliness, staff
  attitude service provision positive/negative,
  medication issues, clinical issues, information
  communication.
• We produce posters with comments on for use at
  action planning workshops.
• We use the comments for a wide range of training
  opportunities such as Trust induction, Jnr Docs
  induction, Student Nurse Training etc.
• We circulate the comments widely and use examples
  in poster displays to raise awareness of the
  survey.

12
Is there a dedicated person within the trust
responsible for analysis and reporting of results?
Other(s) are mainly PALS/PPI Senior management
inc. clinical directors Audit information staff
13
Ease of understanding usefulness Benchmark
Reports National Tables
Benchmark Reports
National tables
Understanding
Usefulness
Understanding
Usefulness
14
How are the Benchmark Reports used?
97 of trusts say they find the Benchmark Reports
very or quite useful. The number of trusts
mentioning each use is as follows
Asked of the 74 trusts saying they found the
benchmark reports very or quite useful
15
How could the Benchmark Reports be improved?
The number of trusts suggesting each type of
improvement is as follows
Asked of the 74 trusts saying they found the
benchmark reports very or quite useful
16
How are the National Tables used?
67 of trusts say they find the National Tables
very or quite useful. The number of trusts
mentioning each use is as follows
Asked of the 51 trusts saying they found the
national tables very or quite useful
17
How could the National Tables be improved?
The number of trusts making detailed criticisms,
or suggesting improvements, is as follows
Criticisms asked of the 15 trusts saying not very
useful. Suggestions asked of 66 trusts - 15
saying national tables not very useful 51
saying they found them very or quite useful
18
Who sees initial trust results from
contractor/in-house team?
19
Who sees the benchmark report?
20
Who sees the national tables (spreadsheets)?
21
Summary of presentations made to different
audiences (by contractor and/or in-house team)
The following two slides show the break down
between presentations made by contractors and
those made by in-house teams
22
Presentations made by external contractor to
different audiences
Based on those receiving data/report from
external contractor (unweighted
base 57 trusts)
23
Presentations made by internal staff/ trust
survey lead to different audiences
24
Other ways of disseminating results to staff
25
Ways of sharing results with public/patients
26
Other groups that results are shared with
27
Other ways in which shared with different groups
(number of trusts mentioning each)
Based on those saying results disseminated to
other groups
28
Other ways in which trusts share the results

• ..used for focus group work..
• We have an annual Patient and Public awareness
  day and the results are always displayed then.
  There is always someone on hand to discuss any
  aspects of the survey that people wish to raise.
• large workshop events with key stakeholders
  from PCT, SHA, local patient forums and user
  groups including patient groups to discuss the
  results and prioritise areas for action.
• Patients Panel newsletter that is circulated
  throughout local community groups, wards and
  departments in the hospital, all local GPs and
  members on the Panel.
• In-house magazine.
• Monthly communications bulletin to all staff.

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In what ways do you use the information?
30
Levels of action planning within the trust using
the survey results
In most trusts (91) action plans are followed
through with a dedicated person, or persons,
leading, monitoring and checking progress.
Based on the 99 of trusts who use the results in
action planning
31
Ways in which improvements publicised to
patients/the general public
Based on the 69 of trusts who publicise
improvements identified through the results to
patients/the general public
32
Do you specifically mention that improvements
have been identified through the survey results?
Based on the 69 of trusts who publicise
improvements identified through the results to
patients/the general public
33
Preferred options for help in analysing/interpreti
ng/reporting on findings
( mentioning each option)
34
Preferred options for help in disseminating
results
( mentioning each option)
35
Usefulness of the survey section of the
Healthcare Commission website
36
Do you think the Healthcare Commissions
presentation of survey results on the site could
be improved?
Based on those aware of this section of the site
37
Agreements with suggested improvements to
presentation of survey results on Healthcare
Commission website
Based on the 39 of respondents who felt the
Commissions website could be improved
38
Appendices

• Return of completed questionnaires
• Who analyses and reports on the results

39
Return of completed questionnaires
First mailing
Replacement contacts
First reminder
ACC e-bulletin
November 2006
40
Who analyses and reports on the results?
inc. clinical directors