This article by Stuart Mathieson compares the different measurement models currently available in the market and highlights the shortcomings and advantages many have found with particular routes. With NHS guidance emphasising the need for "near real time" measurement, it is easy to to think that getting patients to answer a few questions on a touch screen device will meet all your needs. However, the very patients who you most need to listen to are the ones least likely to use such devices and you could be left with a small skewed sample of patients answering a few superficial questions. 
Many Trusts are now ditching superficial systems to invest in comprehensive services which can reach out to ALL patients using multiple routes and most importantly, do not take up valuable front-line staff time. Read the relative merits and shortcomings of each approach before you invest. You can download this document from the CoMetrica website here.
Other articles describing how Patient Experience & Outcomes can be measured are on the website http://www.cometrica.co.uk/
I think the best way is to have a few different channels to measure patient feedback. Having a way of doing it there, on the internet, even text possibly. Then it suits the customer and doesn't become a nuisance.
ReplyDeleteAgreed. Multiple channels are good - you have to understand the best channel for each group of patients. Hospitals have previously focused on their agile walking middle aged which can be the minority. Different channels suit older patients and younger.
ReplyDelete