25-276 / Real time patient feedback

GOP Information
Organisation sharing the GOP
Related practices from PaSQ database
University College London NHS Hospitals Foundation Trust


Patient surveys
Patient involvement
Patient involvement
GOP Description
Implementation level
Clinical settings
Inpatient, outpatient & maternity areas
To get timely feedback from patients about their experience of care. This can be accessed by clinical staff and managers.
Patients accessing NHS funded care at UCLH.
Online patient surveys using iPad or web-based questionnaires. Patients are asked to complete the survey at the point of, or within 48 hours of, discharge.
Timeframe implementation
At least 12 months.
Implementation tools available
The system (Optimum Meridian) is the tool used. It is a web based system for creating surveys, collecting responses and analysing data. Instant data reporting. Unlimited flexibility in relation to survey make up and design.
Implementation cost
•    Hosted solution circa L20k p.a.
•    Data collection; iPad circa L250
•    per iPad p.a. + initial hardware cost
•    Project management circa L50k
Method used to measure the results
Implementation continues to develop as more areas and surveys come on line. Key results include:
–    over 5000 patients have responded in 6 months
–    overall scores are good, but much higher visibility of areas where performance needs to improve
–    evidence that being able to trend performance over time has led to improvements
–    results “dashboard” available to frontline leaders: feedback specific to their area in real time.
Analysis of the results
results “dashboard” available to frontline leaders: feedback specific to their area in real time.
Implementation barriers
Did you find implementation barriers?
Please describe implementation barriers
•    Asking staff to hand data collection device to patients is an additional task for them – not always high on their priority list.
•    Take up is highly dependent on clinical leadership. If the nurse in charge of the ward is interested it will happen. If not, it is very difficult to progress
Describe the strategies used to overcome the barriers (If needed)
•    Managed by director chaired steering group
•    Communication – via email, local intranet and a wide range of forums (nursing, management and patient)
•    All clinical leaders have access to results and are encouraged to review them
•    Backing of key members of the executive team
•    Project personnel available to support frontline areas.
•    Engaging teams in design and development of surveys
•    Supporting documents – “how to”, FAQs, posters for displaying results locally
•    Monthly status report – number of returns/performance scores.
•    Using results in local & organisation performance/quality meetings
Other information
Other information about the GOP that you would like to add (Link or attached document)
•    There is no dispute about the value of getting feedback from patients.
•    The use of electronic/online data collection is however not as widely spread through the NHS as one might expect.
•    This system has proven its value in terms of providing detailed and real time feedback to managers and staff. As the online report section is updated as soon as the patient completes a survey, managers have access to the very latest results. This is powerful in that not only can they see what is being said about their area straightaway, but that they can take action to rectify it.
•    We have seen improvements in a number of key patient experience metrics since implementation (e.g. finding a member of staff to talk to about worries and fears). Firstly, because we have been able to identify the issue and put some actions in place to address it and also because we can track outcomes to see if the actions are being effective.