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