Cut costs, improve efficiency and experience, and meet targets with the help of real-time feedback
Open and honest care
As a member of the “open and honest care” programme, Southport and Orm- skirk Hospital NHS Trust needed to ensure that their patient feedback solution was providing them with quality data that gave a representative profile of patients across the hospital.
An existing solution was hampered by poor response rates, concerns over infection control, and the potential for bias.
The Trust discovered that the Hospediaterminals, already installed at patient bedsides, had a solution that avoided those pitfalls.
Following implementation of the solution, the response rate from patients doubled, giving enough information to make real change. When survey reports indicated that patients were dissatisfied with the food, one issue reported was the level of seasoning. The Trust now serves meals with salt sachets a small but significant service improvement.
Research conducted by the Picker Institute Europe indicates that the bedside feedback methodology results in higher responses from traditionally hard to reach patients, such as young males and ethnic minorities. Patients are self-selecting and benefit from the privacy to be completely honest in their responses.
Simplicity and effectiveness
Installed at over 70,000 patient bedsides, the Hospedia system is uniquely placed to deliver an interactive, electronic Real-Time Patient Feedback (RTPF) service.
Recent research by Deloitte found that investing in Real-Time Patient Feedback from Hospedia would give a typical 500- bed hospital benefits of £180,000 in the first year, and then benefits of £100,000 each year thereafter.
Using devices already installed at the patient bedside can help deliver cost improvement plans, secure CQUIN targets, improve workflows and increase patient engagement. With Hospedia’s unique bed-side terminals, gathering patient feedback in real-time is simple and does not require any staff intervention.
Familiarity and ease of use
Basildon and Thurrock University Hospitals NHS Foundation Trust used a variety of methods to capture patient feedback, but its approach wasn’t achieving a high enough level of patient engagement. The Trust was drawn to the powerful functionality of Hospedia’s solution, and im- plemented Real-Time Patient Feedback (RTPF) across the hospital.
The Trust’s inpatient survey receives over 700 responses per month. Multiple surveys, published on demand, allow the feedback to be embedded into every area of hospital management.
The Hospedia solution has helped achieve the requirements for national CQUIN payments, and the Trust is certain that it will be a key part in continuing this success, along with handling upcoming local targets.
The FFT challenge
The Mid Essex Hospital Services NHS Trust uses the Hospedia solution to meet its FFT targets. In fact, as one of the early adopters of the Friends and Family Test, the Trust pioneered the use of the bedside terminals. With six weeks to find and implement a solution, the Trust realised that the already-installed Hospedia terminals were the answer.
With the Hospedia solution providing significant responses for the FFT, the Trust then decided to use it to handle wider feedback-gathering. It implemented a 12 question inpatient survey, which achieves a response rate that is consistently between 25% and 30% a volume of feedback that makes a real impact.
One of the features that attracted the Trust to the Hospedia system was its sim- plicity, which it hoped would encourage all patients to provide feedback, even those who would traditionally avoid electronic methods such as handheld devices.
For more information on the Hospedia system, contact firstname.lastname@example.org, or visit www.hospedia.com to read our our white paper and case studies