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PEN regional events 2019

Enhancing the patient feedback process for regional events by implementing changes to the questions, timing, and data analysis, leading to better engagement and actionable insights.

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PEN regional events 2019

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  1. PEN regional events 2019 Clare Enston Head of Insight and Feedback Insight and Feedback Team

  2. “You will find only what you bring in” Clare Enston Head of Insight and feedback Insight and Feedback Team

  3. …that retains the original idea A new look FFT….

  4. We have to amend the question so that it’s more accessible The question doesn’t make sense The question has to be explained to patients The question actively puts people off You said / patients said…

  5. Thinking about [x setting]… • Overall, how was your experience of our service? • [ ] Very good • [ ] Good • [ ] Neither good nor poor • [ ] Poor • [ ] Very poor • [ ] Don’t know Cognitively tested with patients including CYP and those with a Learning Disability We have changed the question:

  6. The free text question doesn’t give us much information that we can use for improvement.. There’s a lot of “thank yous” You said…

  7. Please can you tell us why you gave your answer? • Please tell us about anything that we could have done better We have changed the recommended free text questions:

  8. You said… We want to increase our response rate.. But are struggling to meet the “by 48hours” requirement in inpatients and A&E and complete the right checks.. We want to be able to ask people at different times – the policy doesn’t fit with what we think will work best for our patients

  9. Patients should be able to give feedback when they want to • Teams can choose to ask proactively • You can decide when this is • This is in line with the model in Outpatients, Mental Health, Community & Primary Care services We have removed the 48hour requirement

  10. The timing is too late for feedback on antenatal services The current timing doesn’t work for women using our services We still need to be able to identify which part of the pathway the feedback relates to We’d like to give feedback when it works for us You said / women said…

  11. Women should be able to give feedback when they want to • Teams can choose to ask proactively • You can decide when this is • We suggest giving women 2 weeks after birth to respond about birth • Use the framing text to relate feedback back to the relevant stage of maternity pathway • This is in line with the model in Outpatients, Mental Health, Community & Primary Care services, Inpatients and A&E We have changed the maternity model

  12. There’s a lot going on in our minds when you ask us to give feedback. It’s not straightforward Patients said…

  13. Type of feedback – positive/negative/neutral Topic Moment feedback is given or asked for Care setting Authorship and anonymity My state of health NHS Empathy www.england.nhs.net

  14. Asking in the moment, as care in happening • At routine intervals for those with ongoing care needs – before discharge or if not being discharged • At discharge from the service ie the current model • Within a given timeframe (eg 1 week, 2 weeks) after discharge or after an intervention • All are valid approaches; all have considerations So let’s be mindful of the psychology of giving feedback

  15. Tell patients what changes have been made using their feedback; • set out who will listen to what they say We’re more likely to give feedback if we know what’s happening to it.. Is anyone listening to it? Does it make any difference? Patients said…

  16. We’ll continue to publish data on a monthly basis We still need to get the data and see it on a regular basis Data users said…

  17. We’ll stop publishing response rates • We’ll focus on FFT being a conversation starter around listening to patients and taking action on what’s heard as part of broader quality improvement work There’s too much focus on meeting a high response rate You said…

  18. The numerical data has two key uses: • Providers can use their own data as an informal temperature check, and look at change over time - looking at trends and anomalies • Commissioners and regulators can use it alongside other information to get a picture of how engaged the provider is with its patients • The data are not comparable • It’s not fair to staff to compare data with FFT data from other trusts • If comparison is needed – look to other sources eg annual patient surveys • Use FFT to monitor what happens in between those data points We need the data to retain comparability Some said…

  19. Easy to follow guidance, includes an analytical technique called Statistical Process Control (SPC) • SPC can show: • where something is deteriorating or improving • how capable a system is of delivering a standard or target • if a process that we depend on is reliable and in control • By recognising which type of variation you are dealing with, you can take the best action to deliver improvements We’ve emphasised the best way to use the numerical data – Making Data Count https://improvement.nhs.uk/resources/making-data-count/

  20. Single point above the process limit Plot the FFT dots Consecutive points above or below mean If you find special cause variation, you need to investigate what is going on. This may be deteriorating performance which you need to understand and then take action to resolve. It may be an improvement which you need to learn from and sustain or spread to other parts of the organisation. Points following a decreasing trend

  21. YES! Should we capture some demographic information? Can we add extra questions? YES! Frequently asked questions… Can we add colours / graphics / smiley faces to the question? Can carers/ relatives / visitors fill it in? YES! YES!

  22. Is it compliant with GDPR? Can we offer a further conversation to patients if they leave their details? YES! YES! Can we use it for broader purposes? Frequently asked questions… YES!

  23. It’d be good to have a 6 month lead in time to prepare for the changes If we’re using digital eg tablets- it might take a few days to sync up to make the changes You said / suppliers said… OK OK

  24. Next steps

  25. Can you help us make sense of all the free text comments we receive Can you help us make sense of how to triangulate this data with other sources? YES! Further requests… YES!

  26. Resources • Updates and FAQs are available via our project web pagewww.england.nhs.uk/fft/friends-and-family-test-development-project-2018-19/ • Sign up for our FFT monthly newsletter • Publication of the guidance will be accompanied by a fresh set of web pages on our website www.england.nhs.uk/fft/ • Our case studies, recently refreshed, are here: www.england.nhs.uk/fft/friends-and-family-test-development-project-2018-19/case-studies/ • You can see the bite-size guides we have already published here: www.england.nhs.uk/publication/bite-size-guides-to-patient-insight/ • Contact our Helpdesk, email: england.friendsandfamilytest@nhs.net

  27. Thank you To contact us with a question or to join our NHS Insight Network: england.insight-queries@nhs.net

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