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Lisa Yorke - Associate Director: Frequent Feedback
Picker Institute Europe
Juliet Cox - Head Of Patient Experience
University Hospital Southampton NHS Foundation Trust
Patient Surveys –The NHS Story
What we will cover:
About Picker Institute Europe
National Patient Surveys in the NHS
Real-time Patient Feedback in the NHS
Responding to Patient Feedback
An international charity dedicated to
ensuring the highest quality health and
social care for all
Our work is underpinned by a commitment to the Picker Institute principles of person centred care and our core aims are to:
o Influence policy and practice so that health
and social care systems are always centred
around people’s needs and preferences;
o Inspire the delivery of the highest quality
care, developing tools and services which
enable all experiences to be better understood;
and
o Empower those working in health and social
care to improve experiences by effectively
measuring and acting upon people’s feedback.
Picker Institute Europe
Picker Institute Europe
National Patient Surveys
in the NHS
Quality care is...
Quality
Clinical
Effectiveness Safety
People’s Experience
National Patient Surveys…
Established and operating since 2002
Care Quality Commission (CQC) administering programme since 2009
Independent regulator of health and adult social care in England
National Patient Surveys conducted in consistent, systematic way across all NHS Trusts:
Building a national picture of people’s experience
Monitoring changes in patient experience over time
Informing of local improvement activities and initiatives
Provide data to assess performance against national targets on patient experience, CQC reviews and inspections
…
Mandatory requirement for NHS Trusts in England to participate in the National Patient Survey Programme
NHS Trusts can conduct the surveys in-house or commission an approved contractor
Experience based measures, not patient satisfaction
Paper questionnaire mailed to patients, to complete and post back, follow up reminder letters
Results published by CQC, and provided to NHS Trusts for dissemination
Headlines are generally positive…
Picker Institute Europe - NHS Inpatients Survey 2014 – All Picker Trusts
50% 55% 60% 65% 70% 75% 80% 85% 90%
HOSPITAL ROOM WAS "VERY CLEAN"
"COMPLETELY" TOLD WHAT WOULD HAPPENDURING OPERATION
"ALWAYS" HAD CONFIDENCE AND TRUST INNURSES
"ALWAYS" HAD CONFIDENCE AND TRUST INDOCTORS
"ALWAYS" TREATED WITH DIGNITY ANDRESPECT
… but with some noticeable exceptions
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
"RARELY OR NEVER" OR ONLY "SOMETIMES"ENOUGH NURSES
DID NOT "ALWAYS" GET UNDERSTANDABLEANSWERS FROM NURSES
DIDN'T GET ENOUGH EMOTIONAL SUPPORT
WANTED TO BE MORE INVOLVED IN DECISIONSABOUR CARE AND TREATMENT
NOT "COMPLETELY" TOLD ABOUT MEDICATIONSIDE EFFECTS TO WATCH FOR
Picker Institute Europe - NHS Inpatients Survey 2014 – All Picker Trusts
Real-time Patient
Feedback in the NHS
Real-time Patient Feedback
2008: Secretary of State of Health, Alan Johnson, asked the NHS ‘to collect immediate feedback from patients on their experience of care’
NHS providers have been implementing programmes to collect feedback from patients and service users in as near to real-time as possible
Technology used to collect feedback from wards, departments and services
Measuring patient experience at the point of care, in real time, with quick results for improvement planning
The Friends & Family Test
2013: Mandated ‘Friends & Family Test’ was introduced across NHS Trusts in England
Patients and service users asked “How likely are you to recommend our ward / department / service to friends and family if they needed similar care or treatment?”
Results submitted to NHS England on a monthly basis for publication
NHS Trusts combining their near real-time feedback programmes with the Friends & Family Test
Cost savings
Avoids over surveying patients
The Experience Feedback Cycle
Picker Institute Europe 14
‘Understanding what matters: A guide to using patient feedback to transform services’, May 2009, published by Department of
Health.
Benefits of Patient Feedback
Improves communication between patients and staff
Builds trust and confidence in the NHS locally and nationally
Identifies focus areas for planning and service improvement
Supports organisations to provide accessible services based on people's identified needs and wants
Helps patients to shape the services that they use
The Picker Institute’s work with NHS Trusts
In 2008 the Picker Institute, in partnership with Southampton University Hospital NHS Foundation Trust, piloted its Frequent Feedback system
Provided the Trust with regular patient feedback
Local ownership of patient feedback at ward and divisional level
Trust refined the information they wanted, to expand the programme for Trust-wide roll out
Continued work with the Trust, and other trusts across the UK, to build robust near real-time patient experience feedback programmes
Responding to Patient
Feedback
Emergency Department Feedback…
...Emergency Department Feedback
Helping Patients to Rest & Relax
National Inpatient Survey
Real Time Feedback
Hospital Standard: 90%
Average: 80-95%
2011 2012 2013 2014
13% 16% 12% 11%
Reducing Noise at Night
Mixed Sex Accommodation
Dedicated focus
Refining the patient question
Orientating the patient to the clinical area
Poster displays
Picker Institute Europe
Buxton Court
3 West Way
Oxford OX2 0JB
Tel: + 44 (0) 1865 208100
Fax: + 44 (0) 1865 208101
www.pickereurope.org
Charity registered in England and Wales: 1081688
Charity registered in Scotland: SC045048
Company limited by guarantee registered in England and Wales
