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Guy Young speaks on Developing an electronic real time patient experience feedback system that supports real time action

Guy Young is the Deputy Director for Patient Experience at Imperial College Healthcare NHS Trust.  Reporting to the Chief Nurse, his portfolio includes patient feedback such as FFT and national surveys and leading on improvement initiatives.  In addition he has management responsibility for complaints, PALS, adult safeguarding and spiritual and pastoral services.

Guy is a nurse who specialised in critical care.  He has held a number of senior nursing management and executive nursing roles.  Whilst in recent years he has held responsibility for quality and safety, his particular interest is in how to achieve the best possible experience for patients.  Although he feels that our understanding and focus on the patient experience has increased significantly in the last ten years, he believes that in order to truly transform the way patients experience the NHS we need to adopt a major strategic approach. This means giving patient experience the same level of importance in organisations as safety, outcomes, finance and the like.

In his presentation, Guy will discusses how Imperial College Healthcare uses real-time feedback systems to assess the patient experience and how this can drive improvement.

Using real-time feedback helps to inform staff at all levels in the organisation to understand what our patients think about the care they receive.  The “real-timeness” and volume of information collected in this was has the advantage over intermittent surveys in that it leads to local understanding and ownership and the ability to respond in a targeted and timely manner.

That said, the themes identified through these data are consistent and not alien to anyone working in healthcare.  We know for example from FFT data, that patients who would be extremely likely to recommend a ward or department cite caring, friendly staff as the main reason for giving that response.  Conversely, patients who would be extremely unlikely to recommend generally refer to process issues such as long waits.

As we get considerably more positive responses than negative, it is reasonable to assume that in general our staff are actually caring and friendly but that our processes need some work.  Having said that, Guy believes that a whole systems approach is required that helps staff to communicate effectively during every interaction but that also provides patients with effective and efficient systems and processes.

Real-time feedback will be a critical tool in delivering this but Guy believes its real value is in measuring and assessing the impact of quality improvement initiatives rather than as a tool for performance management or providing, sometimes false, assurance.

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Events of Interest:

Leading your Organisation to Zero-Harm
Tuesday 9 December 2014 
Manchester Conference Centre, Manchester

Monitoring & Improving Patient Safety
Thursday 11 December 2014 
ICO Conference Centre, London


Download: Guy Young's Presentation

7 October 2014

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