National DRS Patient Feedback Angela Ellingford 2010

Better Together, Scotland’s Patient Experience programme Patients carers and staff as partners Experiences Improvement Sharing best practice Clinical Governance Team

‘Patient’s expertise is gained not from colleges and formal learning, but from the 24 hour, day in day out, experiences of needing to use services for personal support’ It’s our Health Service A guide to involvement 2005

Benefits of involving people: awareness of how Service is actually experienced helping to improve communication between patients and staff opportunities to improve Service and avoid mistakes

Patient Information Patient Participation Public Involvement Patient/Public Feedback Patient experience Volunteering Patient & Public Involvement

Model for Improvement

‘Plan’ - How can we gather information? Various techniques brief questionnaires complaints focus groups interviews patient forum patient stories

‘Plan’ – Method Brief questionnaires simple/inexpensive responses anonymous, more likely to be honest visible comment cards on display board opportunity for feedback opportunity for improvement and reinforcement of good practice

‘Plan’ - Questions What was good about your recent visit to the Diabetic Screening Service ? (Please be as specific and honest as possible) If you could change one thing about your visit to the Diabetic Screening Service, what would it be? (Please be as specific and honest as possible) What was not so good about your recent visit to the Diabetic Screening Service? (Please be as specific and honest as possible) Any further comments (Please be as specific and honest as possible) How would you mark our department out of ten:

‘DO’ - How we collected information Ask Screeners to ask patient (especially when dilating) if they would answer a few questions Decided to gather information from hospital sites independently to mobile unit sites

‘Study’ – Results

NHS Tayside patient comments ‘What was good’ 1.quick and efficient 2.helpful, courteous staff 3.put at ease ‘Changes you would like’ 1.improve result letter 2.dilation 3.water drinks machine ‘What was not so good’ 1.dilation 2.duplication of Optician’s test 3.did not like the mobile van ‘Further comments’ 1.coincide screening and DC appointments 2.apprehensive but fears were unfounded thanks to staff 3.keep up the good work

Diabetes Eye Screening Patient feedback. What you said, and what we have done about it! Read comments from previous patients and how we have responded to them. If you would like to complete a feedback form, please speak to one of the screening staff. Thank you

What was good about your visit to the Diabetic Eye Screening Service … You said: You liked our friendly Service. Our response: We will ensure feedback to all staff. What was good about your visit to the Diabetic Eye Screening Service … You said: You said you were put at ease and had the process well explained. Our response: We will ensure that this is passed onto the relevant staff group Good about the Service

What was not so good about your visit to the Diabetic Eye Screening Service … You said: Why should I attend the Eye Screening Service as well as my Optician. Our response: We are sending an information sheet to all our patients explaining the reasons. What was not so good about your visit to the Diabetic Eye Screening Service … You said: I did not like the Mobile Unit especially in bad weather. Our response: We are considering more static sites. Not so good about the Service What was not so good about your visit to the Diabetic Eye Screening Service … You said: You did not like the dilating drops. Our response: Unfortunately, sometimes we cannot take photographs without drops

If you could change one thing about your visit to the Diabetic Eye Screening Service, what would it be … You said: The results letter is rather vague. Our response: These are Nationally agreed letters which have already been through patient groups, however, we will pass on your comments to the relevant parties. If you could change one thing about your visit to the Diabetic Eye Screening Service, what would it be … You said: Why don’t you provide a water fountain or drinks machine? Our response: We are having a water fountain installed. Changes to the Service

Any further comments … You said: It is good to be seen at the same time as my Diabetic Clinic appointment. Our response: We try to do our best and coincide our appointments if possible. Any further comments … You said: I was apprehensive about test but fears unfounded thanks to staff Our response: Staff are encouraged and ensure patients are fully informed about the procedure. Any Further Comments

What was useful local person responsible for analysis, common trends cards eye catching feedback can change as more responses received includes a score fed back to staff

‘Act’ - What did we do with the feedback comments reviewed at team meeting feedback to staff appreciation of value some things able to modify ie considering more static sites, optometry letter, etc others not possible ie result letter comments passed on to appropriate staff outwit the DRS team

National Feedback discussed all Service Managers all Health Boards participated given the same tools and templates feedback similar with local issues/problems modifications to their Service

National Feedback – What was good about the Service efficient and prompt service very reassuring, put mind at ease staff helpful, professional, polite staff explained each stage you get a good laugh very flexible, staff fitted me in home visits (optom service)

National Feedback – What was not so good about Service drops, not being allowed to drive parking lack of information waiting time for results perhaps more time to ask questions better signage having to take time off work

National Feedback – Changes you would like not having to have dilating drops better access/parking not being informed of result at time of appointment more flexible appointments after working hours or weekends having a doctor to answer any questions

National Feedback – Further Comments text message reminder for your appointment result letter impersonal eye screening at the same time as diabetic appointment or same time as other health care professional appointments

National Feedback – Service Modifications NHS WI optometry letter NHS Highland telephone numbers as a footer because patients complained not all letters had a contact number installation background music in reception area NHS Orkney new car parking facilities and a hospital project committee has been setup to address hospital signage

National Feedback – Morale Boasters excellent Service and did not have to wait thanks to all staff who made my appointment an easy experience looking forward to next year I wish all Services could be like this one keep up the good work thank you for keeping an EYE on me (pun intended) if I did not have diabetes I would still like to come because of the staff!

Thank you