staff & patient feedback

providing real-time data

We have developed stand-alone products which help you get closer to both your patients and your staff - helping you to understand where things are going well and where improvement can be made to both patient care and staff motivation.

staff barometer

The way in which your staff feel they are treated and how they feel generally is critical to maintaining their enthusiasm for high quality patient care.

We have developed, in conjunction with a private hospital, an online tool which speeds up the way in which feedback and response can be made between you and your staff. Performed across a large organisation, it can highlight areas of good practice (the ‘happy’ places) and areas where discontent may need to be addressed.

The simple 7-question survey which gathers staff opinion and feedback regularly and swiftly. You can try this out yourself here (see screenshot opposite).

Staff members receive an invitation email with a unique, clickable link. This link takes them direct to the online tool. This takes about two minutes to fill-out. They receive a confirmation message when completed. We send reminders to those who may have forgotten.

The barometer questions include areas for free-text which are used by staff to identify specific issues. Staff can also fill-in ‘inspiring moments’ where they believe positive staff behaviour should be acknowledged.

Results are aggregated and anonymised and then returned to staff and their managers. This whole process can be done on an ad-hoc basis or can be repeated regularly: weekly, fortnightly or monthly.

patient feedback cards

This is a simple, low-tech tool for patients to provide immediate and relevant feedback to staff.

Three types of card are displayed in a case in the patients room or by their bed (see picture):

• Green for compliments
  
• Orange for comments
  
• Red for problems

Patients can give these directly to staff or post into a sealed box.

The comments - as well as the total cards counted - can act as a clear stimulus to identify great staff behaviour and to highlight problem areas. Potential complaints can be dealt with before they escalate. Staff can be acknowledged immediately.

We also provide an ‘Action’ card that staff can use to show what action has been taken in response to the patient’s feedback.

Giving patients and their relatives a voice provides them with an higher degree of security - the important sense of being listened to. The cards also support staff by identifying compassionate behaviour. Like the ‘inspiring moments’ in the barometer (above), they demonstrate which staff are behaving in positive and supportive ways.