THE USE OF A PATIENT PARTICIPATION SURVEY TO IMPROVE PATIENT EXPERIENCE IN A PAEDIATRIC EMERGENCY DEPARTMENT

Dominic Ayi Gyimah Jordan Evans Michael Fox Cardiff and vale University health board Paediatric emergency department

Dominic.gyimah@wales.nhs.uk

Introduction

• Feedback on patient experience can help improve patient choice, self care and shared decision-making

• It is not always clear how to best collect and use feedback and the reality of implementation may be complex and yields suboptimal evidence of impact.

• Our aim was to improve the collection, analysis and utility of patient feedback that will inform improvement to patient experience in a Paediatric Emergency Department

Methods

• A team of stakeholders including the Patient Experience Team, Paediatric ED doctors, nurses and project managers was formed

• Patient-facing feedback posters were produced with QR codes to an online anonymous feedback survey (available in Welsh and English)

• Following initially low numbers of responses staff were provided with QR business cards for patients to scan on discharge and an iPad with the survey provided

• Later patients were all given the QR code cards to take away.

• Results were collated, anonymised, and then thematically analysed Pareto analysis was used to determine the most frequent compliments and complaints. The cumulative percentage line in the Pareto chart helped to analyse the effect of each category

Outcomes

The feedback collected resulted in:

• At baseline, we had an average of 5 survey responses per week.

• Following distribution of staff QR business cards and patient QR code cards, survey responses increased to 313 over the study period.

• Pareto analysis revealed attitude and relationship with staff, timeliness and communication accounted for 80% of feedback

• Other feedback related to the built environment and physiological needs such as improving the child -friendly environment and access to food and water.

• The provision of food and drink to patients in the paediatric emergency department

• Improved seating for breastfeeding mothers

• New flooring and child-friendly decoration of the department