Kylie Lambert Consumer Feedback 2013 [compatibility Mode]

Transcript

8/04/2013 Consumer Feedback Kylie Lambert Clinical Risk Support Officer Peninsula Health Peninsula Health 1 8/04/2013 History of Consumer Feedback at PH A range of methods are used to collect Consumer Feedback at PH including:
VPSM
Inpatient Consumer Feedback (motel slip)
Ambulatory Services Consumer Feedback
Community Advisory Groups (13)
Executive Rounds 2 8/04/2013 Where we started
The ‘motel slip’ project commenced in 2005 and targeted service improvements based on direct feedback from our consumers in sub-acute inpatient wards.
In 2008 the project had expanded to include Frankston and Rosebud Hospital inpatient areas VPSM Comparison to Consumer Feedback
PH had 485 participants complete the VPSM survey for Wave 22 ( Jan- June 2012). PH Consumer Feedback received 2923 completed surveys ( motel slips ) for the same period
There is correlation between VPSM priorities to improve and the lowest scoring items with PH Consumer Feedback 3 8/04/2013 VPSM Comparison to Consumer Feedback Wave 22 Site Completed VPSM surveys Completed motel slips FH 190 2130 CCC 108 494 RH 187 299 PH Total 485 2923 Evaluation Consumer Feedback
An Evaluation commenced 2010 to develop sustainable processes to manage Consumer Feedback collection and reporting
Working party was established with three consumer representatives
Patients were surveyed on their understanding of the motel slip
Focus groups conducted in sub acute
Reports refined and robust structure established for reporting
Consumer Feedback policy 4 8/04/2013 Evaluation of Consumer Feedback
The total response rates increased from 965 in 2006 to over 8000 in 2011
Responses from Inpatient areas increased by 22 % from 4119 in 2010 to 5276 in 2011
Response for 2012 inpatient areas over 5700 up by 8 % from 2011
Responses from ambulatory patients were 3000 in 2011 and over 3800 for 2012 Inpatient Consumer Feedback 5 8/04/2013 Reporting
Report produced for ward, cluster and board, themed comments, trended data
Reported at Board, Cluster and Executive level
Nurse Unit Managers and Departments report Consumer Feedback through their Operational Quality Risk Management Plan
Reports are made available to staff on the intranet
Reports are reviewed at the Community Advisory Groups Reports- PH Report 6 8/04/2013 Reports- Trended Volunteer initiative
Volunteers were recruited and trained to collect completed feedback cards and encouraged patients to complete cards
Volunteers work in pairs and have allocated home wards – gives a greater sense of belonging
Volunteers also in sub acute areas
Regular meetings both informal and formal with volunteers to provide support 7 8/04/2013 Staff recognition
Consumer feedback asks consumers to identify individual staff members who have been particularly helpful
In consultation with the Unit Managers these staff are nominated for the annual Peninsula Health values awards (for staff who demonstrate the values of Peninsula Health) and for monthly local staff award and recognition prizes Feedback into improvements
Acute Medical Unit at Frankston Hospital was being used as a thoroughfare by staff. Only 29 % of patients indicated the environment was comfortable in early 2010
In response proximity card entrance was installed in 2010 Greater emphasis was placed on patient/carer comfort and communication including a new welcoming approach from staff
The response to ‘Greeting or welcome to the ward’ increased from 36 % in October- December 09, to 90 % October December 2010. ‘Comfortable environment’ increased to 79 % in October- December 2010 and at October- December 2011 comfortable environment was rated 86 %
Privacy project – surgical ward 8 8/04/2013 Data entry and iPad
How to maintain data entry with increasing numbers became a challenge
Commenced Reporting Consumer Feedback in Riskman Q in 2012
Approached Riskman in mid 2012 regarding use of ipad and real time data entry
Development of an iPad web browser for direct entry of feedback Data entry and iPad
Ipad use commenced January 2013
Feedback from Volunteers positive in the use
Trial period on 9 wards at Frankston
Wards include long term and short term medical and surgical wards, women and child/adolescent health units and coronary care 9 8/04/2013 ipad in action 10 8/04/2013 Challenges
Maintaining Volunteer workforce
Buy in from ward staff and services – staff initially afraid of feedback
Ensuring positive comments are feedback to staff
Ensuring feedback is actioned – improvement plans
Has moved at a very fast pace
Reporting and producing reports to meets the needs of the organisation 11 8/04/2013 Questions? 12