Barriers and facilitators of a near real-time feedback approach for measuring patient experiences of hospital care

Susanne Käsbauer, Robyn Cooper, Laura Kelly, Jenny King, Susanne Käsbauer, Robyn Cooper, Laura Kelly, Jenny King

Abstract

Objectives: To contribute towards the current policy directive and recommendations outlined in the Francis Report (1) to strengthen relational aspects of hospital care and increase the use of a near real-time feedback (RTF) approach. This article offers insight into the challenges and enablers faced when collecting near real-time feedback of patient experiences with trained volunteers; and using the data to facilitate improvements.

Methods: Feedback was collected from staff and volunteers before, during and after a patient experience data collection. This took the form of both formal mixed methods data collections via interviews, surveys and a diary; and informal anecdotal evidence, collected from meetings, workshops, support calls and a networking event.

Results: Various challenges and enablers associated with the RTF approach were identified. These related to technology, the setting, volunteer engagement and staff engagement. This article presents the key barriers experienced followed by methods suggested and utilised by staff and volunteers in order to counteract the difficulties faced.

Conclusions: The results from this evaluation suggest that a near real-time feedback approach, when used in a hospital setting with trained volunteers, benefits from various support structures or systems to minimise the complications or burden placed on both staff and volunteers.

Keywords: Barriers and facilitators; Real-time feedback; Relational aspects of care; Use of patient experience data; Volunteer-led data collection.

Figures

Figure 1
Figure 1
Staff and Volunteer Data Sources Before, During and After Patient Data Collection.
Figure 2
Figure 2
Staff Survey, Example Question.
Figure 3
Figure 3
Volunteer Diary, Example Questions.

References

    1. Francis R. The Mid Staffordshire NHS Foundation Trust public inquiry. Natl Arch. 2013 []
    1. De Silva D. Help Meas Person-centred care Health Found. 2014
    1. Darzi A. Quality and the NHS next stage review. Lancet. 2008;10(371):1563–1564.
    1. Vincent C., Amalberti R. Springer; London: 2016. Safer Healthcare: strategies for the real world.
    1. Black N., Varaganum M., Hutchings A. Relationship between patient reported experience (PREMs) and patient reported outcomes (PROMs) in elective surgery. BMJ Qual Saf. 2014;23(7):534–542.
    1. Doyle C., Lennox L., Bell D. A systematic review of evidence on the links between patient experience and clinical safety and effectiveness. BMJ Open. 2013;3(1):e001570.
    1. Price R.A., Elliott M.N., Zaslavsky A.M. Examining the role of patient experience surveys in measuring health care quality. Med Care Res Rev. 2014;71(5):522–554.
    1. Raleigh V.S., Hussey D., Seccombe I., Qi R. Do associations between staff and inpatient feedback have the potential for improving patient experience? An analysis of surveys in NHS acute trusts in England. Qual Saf Health Care. 2009;18(5):347–354.
    1. Bridges J., Fuller A. Creating learning environments for compassionate care: a programme to promote compassionate care by health and social care teams. Int J Older People Nurs. 2015;1(1):48–58.
    1. Reeves R., West E., Barron D. Facilitated patient experience feedback can improve nursing care: a pilot study for a phase III cluster randomised controlled trial. BMC Health Serv Res. 2013;13(1):1.
    1. Garrisson M., Wolf J.A. The role of the volunteer in improving patient experience. The Beryl Institute; Dallas, TX: 2016.
    1. Nicholls J. From data to action: the challenges of driving service improvement. Patient Exp Portal. 2012
    1. Naylor C., Mundle C., Weaks L., Buck C. Volunteering in health and care: securing a sustainable future. Kings Fund. 2013
    1. Sizmur S., Graham C., Walsh J. Influence of patients׳ age and sex and the mode of administration on results from the NHS Friends and Family Test of patient experience. J Health Serv Res Policy. 2014 [Jun 27:1355819614536887]
    1. Ali K.J., Farley D.O., Speck K., Catanzaro M., Wicker K.G., Berenholtz S.M. Measurement of implementation components and contextual factors in a two-state healthcare quality initiative to reduce ventilator-associated pneumonia. Infect Control Hosp Epidemiol. 2014;35(S3):S116–S123.
    1. Truths H. The Journey to putting patients first: volume one of the government response to the Mid Staffordshire NHS foundation trust public inquiry 2. Department of Health; 2014.
    1. Robert G., Cornwell J. NHS Institute for Innovation and Improvement; Coventry, UK.: 2011. What Matters To Patients? Developing the Evidence Base for Measuring and Improving Patient Experience.
    1. Murrells T., Robert G., Adams M., Morrow E., Maben J. Measuring relational aspects of hospital care in England with the ‘Patient Evaluation of Emotional Care during Hospitalisation’ (PEECH) survey questionnaire. BMJ Open. 2013;1(1):e002211.
    1. Brostow D.P., Hirsch A.T., Kurzer M.S. Recruiting older patients with peripheral arterial disease: evaluating challenges and strategies. Patient Prefer Adherence. 2015;9:1121.
    1. Johnson R., Kuczawski M., Mason S. Why is it so difficult to recruit patients to research in emergency care? Lessons from the AHEAD study. Emerg Med J. 2016;1(1):52–56.
    1. Wright C., Davey A., Elmore N. Patients׳ use and views of real‐time feedback technology in general practice. Health Expect. 2016
    1. O’Dowd A. Deficit in NHS provider sector triples in a year to£ 2.45 bn. BMJ. 2016;353:i2904.
    1. Dunn P., McKenna H., Murray R. O’Dowd A. Deficit in NHS provider sector triples in a year to£ 2.45 bn. BMJ. 2016;353:i2904.
    1. Ashby S., Beech R. Addressing the healthcare needs of an ageing population: the need for an integrated solution. Int J Collab Res Intern Med Public Health. 2016
    1. England NHS. Five Year Forward View. Available from ; 2014.

Source: PubMed

Sponsor e collaboratori

Condizioni mediche

Interventi farmacologici

3
Sottoscrivi