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NationalDRS Patient Feedback
Angela Ellingford 2010
Better Together, Scotland’s Patient Experience programme
• Patients carers and staff as partners• Experiences• Improvement• Sharing best practice
http://www.bettertogetherscotland.com
Clinical Governance Team
‘Patient’s expertise is gained not from
colleges and formal learning, but from the 24 hour, day in day out, experiences of needing to use services for personal support’
It’s our Health ServiceA guide to involvement 2005
Benefits of involving people:• awareness of how Service is actually
experienced• helping to improve communication
between patients and staff• opportunities to improve Service and
avoid mistakes
Patient Information
Patient Participation
Public Involvement
Patient/Public Feedback
Patient experience
Volunteering
Patient & Public Patient & Public InvolvementInvolvement
Model for Improvement
‘Plan’ - How can we gather information?
Various techniques• brief questionnaires• complaints• focus groups• interviews• patient forum• patient stories
‘Plan’ – Method
Brief questionnaires • simple/inexpensive• responses anonymous, more likely to be
honest• visible comment cards on display board• opportunity for feedback• opportunity for improvement and
reinforcement of good practice
‘Plan’ - Questions
What was good about your recent visit to the Diabetic Screening Service ?
(Please be as specific and honest as possible)
If you could change one thing about your visit to the Diabetic Screening Service, what would it be?
(Please be as specific and honest as possible)
What was not so good about your recent visit to the Diabetic Screening Service?
(Please be as specific and honest as possible)
Any further comments (Please be as specific and
honest as possible)
How would you mark our department out of ten:
‘DO’ - How we collected information
• Ask Screeners to ask patient (especially when dilating) if they would answer a few questions
• Decided to gather information from hospital sites independently to mobile unit sites
‘Study’ – Results
NHS Tayside patient comments
‘What was good’1. quick and efficient2. helpful, courteous staff3. put at ease
‘Changes you would like’1. improve result letter2. dilation 3. water drinks machine
‘What was not so good’1. dilation2. duplication of Optician’s test3. did not like the mobile van
‘Further comments’1. coincide screening and DC
appointments2. apprehensive but fears were
unfounded thanks to staff3. keep up the good work
Diabetes Eye ScreeningPatient feedback.
What you said, and what we have done about it!
Read comments from previous patients and how we have responded to them.
If you would like to complete a feedback form, please speak to one of the screening staff. Thank you
What was good about your visit to the
Diabetic Eye Screening Service …
You said:You liked our friendly Service.
Our response:
We will ensure feedback to all staff.What was good about your visit to the
Diabetic Eye Screening Service …You said:You said you were put at ease and had
the process well explained.Our response:We will ensure that this is passed onto
the relevant staff group
Good about the Service
What was not so good about your visit
to the Diabetic Eye Screening Service …
You said:Why should I attend the Eye Screening
Service as well as my Optician.Our response:We are sending an information sheet to
all our patients explaining the reasons.
What was not so good about your
visit to the Diabetic Eye Screening
Service …You said:
I did not like the Mobile Unit
especially in bad weather.
Our response:We are considering more static
sites.
Not so good about the Service
What was not so good about your visit to
the Diabetic Eye Screening Service …
You said:You did not like the dilating drops.
Our response:Unfortunately, sometimes we cannot take
photographs without drops
If you could change one thing about your visit to
the Diabetic Eye Screening Service, what would it
be …
You said:The results letter is rather vague.Our response:These are Nationally agreed letters which have
already been through patient groups, however,
we will pass on your comments to the relevant
parties.
If you could change one thing about your
visit to the Diabetic Eye Screening Service,
what would it be …You said:Why don’t you provide a water fountain or
drinks machine?Our response:We are having a water fountain installed.
Changes to the Service
Any further comments …
You said:
It is good to be seen at the same time
as my Diabetic Clinic appointment.
Our response:
We try to do our best and coincide our
appointments if possible.
Any further comments …
You said:
I was apprehensive about test but fears
unfounded thanks to staff
Our response:
Staff are encouraged and ensure
patients are fully informed about the
procedure.
Any Further Comments
What was useful
• local person responsible for analysis, common trends
• cards eye catching
• feedback can change as more responses received
• includes a score fed back to staff
‘Act’ - What did we do with the feedback
• comments reviewed at team meeting• feedback to staff appreciation of value• some things able to modify ie considering
more static sites, optometry letter, etc • others not possible ie result letter• comments passed on to appropriate staff
outwit the DRS team
National Feedback
• discussed all Service Managers• all Health Boards participated• given the same tools and templates• feedback similar with local
issues/problems• modifications to their Service
National Feedback – What was good about the Service
• efficient and prompt service• very reassuring, put mind at ease• staff helpful, professional, polite• staff explained each stage • you get a good laugh• very flexible, staff fitted me in• home visits (optom service)
National Feedback – What was not so good about Service
• drops, not being allowed to drive• parking• lack of information• waiting time for results• perhaps more time to ask questions• better signage• having to take time off work
National Feedback – Changes you would like
• not having to have dilating drops• better access/parking• not being informed of result at time of
appointment• more flexible appointments after working
hours or weekends• having a doctor to answer any questions
National Feedback –Further Comments
• text message reminder for your appointment
• result letter impersonal• eye screening at the same time as
diabetic appointment or same time as other health care professional appointments
National Feedback – Service Modifications
• NHS WI • optometry letter
• NHS Highland • telephone numbers as a footer because patients
complained not all letters had a contact number• installation background music in reception area
• NHS Orkney • new car parking facilities and a hospital project
committee has been setup to address hospital signage
National Feedback – Morale Boasters
• excellent Service and did not have to wait• thanks to all staff who made my appointment an
easy experience• looking forward to next year• I wish all Services could be like this one• keep up the good work• thank you for keeping an EYE on me (pun intended)• if I did not have diabetes I would still like to come
because of the staff!
Thank you