making the most of your survey results caroline powell
TRANSCRIPT
Making the most of your survey results
Caroline Powell
Uses of Patient Surveys
• Patient feedback• Quality measures across healthcare• Compare providers, services• Examine performance over time• Identify priorities for quality improvement
•Co-ordinate with other patient feedback eg PALS, complaints, qualitative work
•Integrate with other data eg PROMS, clinical data
•Link to staff feedback
•Communicate positive messages
Other uses of Patient Surveys
Results are used nationally:• to feed into the annual health check• to monitor progress against national targets• in relevant service reviews and investigations• to inform the public
Used by SHAs to monitor & manage performance of trusts within their region & PCTs for commissioning purposes
•Monitor their own performance over time•Compare their results with similar organisations•Inform local improvement activities and measure the impact of these activities on the patient experience.
Results are used locally by hospitals to:
Problems With Rating (Satisfaction) Questions
• Yield positive results, which do not reflect reported experience
• Do not discriminate well between countries, hospitals, units
• Do not help to identify causes of dissatisfaction or priorities for quality improvement
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10152025303540
UK
USA
Identifying areas for improvement
Use relevant survey results to prioritise areas for improvement
Consider:– Themes/aspects of patient journey eg admissions process– Domains of care eg interaction with staff– Benchmarking– Areas with most potential for improvement– Historical data– Issues of most importance to patients– Link with other initiatives, data
Making patients’ views count
External Benchmarking
External benchmarking: potential for improvement
Areas with most potential for improvement
Issues of most importance to patients
Issues of most importance to patients
Historical data
Using results for improvement
• Engage patients, carers and staff and use their ideas
• Promote understanding• Focus on a couple of key priorities• Look at areas where work is already going on• Action plan• Regular progress reports• Repeat survey
Identifying stakeholdersIdentifying stakeholders
Internal• Patients• Staff• Trust Board• Executive Lead• Steering/Stakeholder group• Communications Team• PALS• Complaints• Trust Survey Lead
External• Local Media• Voluntary Groups• Local NHS Organisations• LINks• Local Community
Communication approachesCommunication approaches
• Posters• Photographs• Patient Comments• Presentations/briefings/meetings• Public information displays and posters• Board report• Stakeholder event• Press Releases• Newsletters• Intranet, Internet and emails• Progress reports/charts
Communicate positive messages:Mid Cheshire Hospitals NHS Trust
Presenting evidence
• Benchmarks• Specialty / Department/ Site breakdown• Trends over time• Linking patient comments with data
Using patient comments
19% of inpatients were not involved as much as they wanted in decisions about their care and treatment.
“I was taken care of in the best possible way that the nurses
could, but I wasn’t told a thing about my operation or what they
did for me. ” Patient comment
Example 1: confidence, trust and communication
6979
65
0
20
40
60
80
100
confidenceand trust in
nurses
confidenceand trust in
doctors
doctors giveclear
answers toquestions
% patients
2006 Actions taken:
Training in customer care for nursing and medical staff
Reminders of key patient indicators (e.g. bookmark for junior doctors)
Example 1: confidence, trust and communication
6979
6575
8774
0
20
40
60
80
100
confidenceand trust in
nurses
confidenceand trust in
doctors
doctors giveclear
answers toquestions
% patients
2006 2007 Actions taken:
Training in customer care for nursing and medical staff
Reminders of key patient indicators (e.g. bookmark for junior doctors)
Example 2
% patients receiving information about condition and treatment
What helps towards ‘a culture of improvement’
• National commitment• Boards prioritise patient experience and use results• Locally-relevant, timely, accessible data / feedback • Strong clinical leadership• Real patient involvement• Organised approach to quality improvement • Clear, focused goals• Patients and patient organisations challenging the
information• Staff training and support
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