1 / 26

Feedback Surveys for Performance Measurement and Quality Improvement: Lessons from Healthcare

Learn from the experiences of the policing and healthcare industries in using feedback surveys for performance measurement and quality improvement. Explore the challenges faced and best practices for designing, conducting, and analyzing surveys. Gain insights on actionable results and tailored reports for frontline teams to drive quality improvement.

sbrowne
Download Presentation

Feedback Surveys for Performance Measurement and Quality Improvement: Lessons from Healthcare

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Feedback surveys for performance measurement and quality improvement: experiences from policing and health care Lessons from Healthcare Steve Bruster

  2. Background • First National Survey of NHS patients in England 1992 • From 1999-2009, large numbers of surveys carried out in England as mandated by Care Quality Commission • 2010 – first national inpatient survey in Scotland

  3. Background • 2002 Inpatient 95,000 patients • 2003 Outpatients 90,000 • 2003 Emergency 60,000 • 2004 Inpatients 88,000 • 2004 Outpatients 84,000 • 2004 Emergency 55,000 • 2004 Young Patients 62,000 • 2005 Inpatients 81,000 • 2006 Inpatients 81,000 • 2007 Inpatients 81,000 • 2008 Inpatients 72,000 • 2008 Emergency 50,000 • 2009 Outpatients 80,000 (estimated) • 2009 Inpatients 70,000 (estimated) BUT........

  4. Responses from staff to survey results: • That doesn’t happen here • You asked the wrong questions • Things have changed since you did the survey • Our patients are very different • I don’t have time for this • And sometimes.... • OK can I do about it

  5. Questionnaire surveys are thought to be easy to do • Lots of evidence throughout the NHS of one-off survey projects developed, designed, run, analysed reported on with no real expert input.

  6. Think carefully about the areas to cover • How do you decide what to ask? • Examples from recent Scottish Government Better Together Programme • Literature Review • Focus Groups / in-depth interviews • Ranking/importance exercise

  7. Think about the type of questions • Clear unambiguous questions in plain English, well designed , easy to follow. • Ask patients to report on what happened: • How many minutes after you used the call button did it usually take before you got the help you needed? • 0 minutes / right away • 1-2 minutes • 3-5 minutes • More than 5 minutes • Rather than asking to rate satisfaction: • Overall how would you rate your care? • Excellent • Very good • Good • Fair • Poor • More conversational, less formal. Actionable.

  8. 4. Think carefully about when and where you should ask the questions For an inpatient survey: At the time, on a ward, in hospital? On discharge? Just after they get home? At home 1 month, 3 months, 6 months later?

  9. 5. Think about the layout and design of your questionnaire and test it • Questionnaire design • Cognitive Testing • Pilot-testing by post

  10. 5. Think about the layout and design of your questionnaire and test it

  11. 5. Think about the layout and design of your questionnaire and test it

  12. 5. Think about the layout and design of your questionnaire and test it

  13. 5. Think about the layout and design of your questionnaire and test it

  14. 5. Think about the layout and design of your questionnaire and test it

  15. Sampling methodology and validity/reliability are not often given due consideration • Example - • National Inpatient Survey in England • versus • Patient Experience Tracker / Other PDA device

  16. 7. Performance measurement is often done at a high level, that doesn’t work for Quality Improvement • National Survey in England: • Primarily for national performance assessment • Not designed for Quality Improvement • At each Trust a relatively small sample size (850 patients per hospital) • Too small for ward/clinic/consultant level results • Nationally coordinated so takes a long time from patients being in hospital until results published

  17. 7. Performance measurement is often done at a high level, that doesn’t work for Quality Improvement

  18. 8. Quality improvement requires feedback directly to front-line staff

  19. 8. Quality improvement requires feedback directly to front-line staff

  20. 9. Scoring questions & combining scores doesn’t work for quality improvement

  21. 9. Scoring questions & combining scores doesn’t work for quality improvement

  22. 10. Staff need time and help to read and understand the results and to work on quality improvement

  23. Summary • We know a lot about what works in terms of questionnaire and methodology design. It’s not as easy as it appears – use skilled and experienced researchers. • We are quite good at measuring and do a lot of measuring. • For quality improvement we need: • Reliable actionable results for front-line teams from their patients • Tailored specific reports • Time for staff to think about and plan quality improvement

More Related