Step-by-Step Guide: Real-time patient feedback

1. Planning
Before you start, you need to form a clear view of what you are aiming for – a high quality, accessible and responsive service. The purpose of obtaining patient feedback is to test how you live up to this. The feedback system needs to work so that it helps you accurately identify aspects of the service that need to be improved. To help you focus on aspects of the service that need changing, consider the results of previously run local surveys or the national GP Patient Survey.
2. Method
Measure what matters to patients rather than what you think matters to them. The most effective way to do this is to involve them when designing the survey, for example, through your PPG. Also look at comments and suggestions sent to the practice.
3. Collection
How will you collect the data from patients? There are many data collection techniques. Here are some strengths and weaknesses of the most common methods: LINK
4. Triangulation
None of these methods will give you all the information you need to make informed decisions. You will need a combination of methods – quantitative (eg questionnaires) and qualitative (eg forums). Involve your PPG. They offer a valuable testing ground and can act as a ‘critical friend’, helping you to understand what patients think of the issues and how you can take action. For more information on PPGs go to section 8.2.
5. Action
Once you know the areas for improvement, target one or two priorities rather change everything at once. This makes it easier to measure the impact of the change.
6. Evaluation
It is important to demonstrate to patients how feedback has been used to improve service delivery and how they have contributed.

Steps 4 - 6 can form part of an ongoing cycle to improve the ‘responsiveness’ of the practice as shown in the diagram on the next page.

Supporting resources

Final report from the University of Birmingham on behalf of NHS West Midlands Investing for Health: Real-time Patient Feedback Project

www.hsmc.bham.ac.uk/news/news/2009/3/sha-real-time-report.shtml

King’s Fund Point of Care Programme

www.kingsfund.org.uk/research/projects/the_point_of_care_improving_patients_experience/index.html