What are the opportunities and obstacles to using patient feedback in service improvement? Laura Sheard, PhD Bradford Teaching Hospitals 30th January 2018 Background to study - Aim: to understand and enhance how hospital staff learn from and act on patient experience data - 32 month study (Nov 2015
Jun 2018) funded by NIHR - Qualitative exploratory study co-design of toolkit with ward staff and patient reps action research and improvement science cycles mixed methods process evaluation Focus for today - Findings of qualitative study conducted towards start of project (Feb to Aug 2016)
- Based on interviews with 23 middle/ senior hospital management participants and 7 focus groups with ward staff at 3 NHS Trusts (50 participants in total) - A look at the macro and micro factors that inhibit effective use of patient feedback - And potential high level solutions to these problems
What are the main sources of patient feedback that participants talked about? Whats the problem with patient experience feedback? Macro level impeded by the system, organisation, structure or strategy, such as: hospital culture, how teams or processes are set up and NHS ways of working
Micro level issues with individual feedback sources, how people interact with and use them Macro level Patient experience feedback has become its own self-perpetuating industry Significant resource, effort and time being expended but primary focus is on maintaining collection rates
rather than interpretation or action Participants reported feeling overwhelmed and fatigued by the volume and variety of data Two examples Friends and Family Test: - focus on how many patients had filled in the form and how to increase the response rate rather than how feedback could be used
Complaints: - overt focus on timeliness of response and trying to reduce volume rather than understanding what an effective response looks like Fractured working Complaints team PALS team (focuses on resolving issues
before they become complaints) Teams may work in separate offices and, in some cases, do not meet to discuss common issues. Little opportunity for shared learning or understanding Trust wide trends Divide felt to be confusing to patients/ public who sometimes struggle to understand difference between the two functions and do not know that teams rarely communicate
Micro level - Many wards are awash with large amounts of generic positive feedback (the nurses are lovely) which rarely guides improvement - Staff often struggle to interact with raw data and the volume and complexity is too much - Timeliness of feedback is important but it is sometimes received months later which dilutes impact
Perfect storm - Macro and micro factors come together in a perfect storm which provides a barrier to improvements being made - Already a recognition that too much feedback is being collected from patients in relation to the small amount of action taken as a result of it. But participants seemed powerless to prevent this - Well known that ward staff find interpreting and using feedback difficult but no strategy in place to try
and address this - Culture/ structure surrounding patient feedback not responding as fast as people strive for it to change High level solutions/ recommendations Organisational emphasis on notion that all feedback collected must have ability to be meaningfully utilised Immediate concentration on quality over quantity with strategic focus on
use and action rather than collection rates Learning across the organisation from feedback rather than siloed teams on a constant treadmill of targets per source Acknowledgements This research was funded by the NIHR Health Services and Delivery programme (Ref: 14/156/32). The research was supported by the NIHR CLAHRC Yorkshire and Humber ( www.clahrc-yh.nihr.ac.uk).The views expressed are those of
the authors and not necessarily those of the NHS, the NIHR or the Department of Health I gratefully acknowledge the contribution of: - Rosemary Peacock - Claire Marsh - Tom Mills - Rebecca Lawton (PI) - All research participants - Co-applicants and collaborators
Natural History - Plantae belong to the Supergroup Archaeoplastida whose members engulfed a cyanobacteria. The first plants appear in the fossil record about 500 million years ago during the Precambrian. Biogeography - The distribution of plants is worldwide; as a...
English and Spanish Cognates are words in both languages that share the same Latin root and which are very similar. ... Like nouns, many English adjectives can be converted into Spanish simply by changing the word ending. Here are some...
Orbital And Peri-Orbital Tumours Orbital And Peri-Orbital Tumours Acute proptosis of the orbit is usually a harbinger of serious ophthalmologic disease. The varied anatomic structures within the orbit allow it to host numerous disorders, including infectious, inflammatory, immune mediated, vascular,...
The easiest thing to do is set up CEGM for your paragraphs - have an introduction, a paragraph about cultural considerations, ethics, gender considerations, methods, a conclusion, etc. ... That was actually the steps from two cake recipes and a...
"Total Maximum Daily Load" How much pollutant a stream can receive and remain healthy Pollution Budget - prescribes reductions (where needed) of pollutants that result in the restoration of an impaired stream TMDL development required by Clean Water Act for...
Compounds. Pure substance composed of two or more different elements joined by chemical bonds.. Made of elements in a specific ratio . that is always the same. Has a chemical formula. Can only be separated by
Loose, folded fimbriated type hymen (False Virgin) Medical examination: Physical Examination Examination of Female private parts : Contd.. Most of the cases Hymen tear is the only evidence of sexual Intercourse/Penile penetration ; Recent or Past. As ordinarily rupture of...
Ready to download the document? Go ahead and hit continue!