Frequent Feedback Service

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Frequent Feedback Service

• Regula Dent
• Marketing Manager
• Picker Institute
• 21 April 2009

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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

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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

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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

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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 data
• e.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 care

Making patients views count
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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
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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
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Demo
Making patients views count
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Technical specification

• Network independent
• External data security
• Devices include all technical support, licences,
  warranties etc plus on-site training

Making patients views count
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Reporting examples

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

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patients receiving information about condition
and treatment
How fast feedback results are used
Making patients views count
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How fast feedback results are used
patients report that staff gave contradictory
information
Making patients views count
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Key to success

• Patient experience is a key corporate objective
  and supported at board level, ie it is everyones
  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

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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 systems

Making patients views count
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Further information

• Visit www.pickereurope.org
• E-mail
• caroline.powell_at_pickereurope.ac.uk or
• regula.dent_at_pickereurope.ac.uk
• Telephone [phone]