Category: 8.3. Real-time patient feedback
The Worthing Medical Group was keen to increase patient engagement. Staff realised that in today’s more competitive environment, they needed to know what people liked and didn’t like about their services and adapt accordingly.
Dr Bruce Allan knew that customer feedback screens were being used for various PCT provider services and wondered if there was a place for them in general practice. He piloted it in his own practice, Shelley Surgery, for three months from January 2009.
During that time, 400 responses were registered on the machine, providing valuable feedback about the practice’s telephone and appointment systems. The practice has decided to continue using the screen, and the system may be rolled out to all 13 practices in Worthing.
In Dr Allan’s surgery, the touch screen unit is fixed to the wall of the waiting room and is used by patients voluntarily and without prompting. The machine’s set-up is quick and simple, taking just an hour or two of the practice manager’s time. In addition, it’s significantly cheaper than a paper-
based system.
The machine, made by NETBuilder (www.netbuilderhealth.com), can be completely customised, with practice staff choosing how many questions to include and what they should be. The results are registered in real time, via 3G technology, and can be viewed on a web-based interface. The questions can be changed at any time, via the same interface.
‘We deliberately decided not to ask patients to use the feedback screen, because we wanted to see how many would find it and use it by themselves. We were amazed to get 400 responses in three months – which proves that patients are comfortable using touch screens. If receptionists actually asked patients to use it, I think we could double or triple that response rate,’ Dr Allan says.
Dr Bruce Allan
bruceallan@nhs.net
