To create a single, informative patient experience report

Quality Improvement Poster Download

Background & Problem

The Patient Experience Team currently generate several separate reports that are sent to various parties at different times throughout the month. The purpose of these reports is to give an overview of the patient’s experience within the Trust. We wanted to channel several areas of feedback into one single cohesive report that gave an accurate overview of the feedback.

Aim

The aim was to produce a report that brought together the various elements of patient experience in a way that the users found easy to use and which highlighted trends or areas of concerns whilst also giving the user the ability to drill down to more detailed information.

Method

Using the D&S division as a pilot we sent an online survey to the recipients of the various reports to gather their views on the current reports to set a base line and to seek ideas on how we could improve the reporting and asking what they wanted to use the report for. Using these results, as well as identifying how other Trusts report on patient experience, we designed the first version of the new style report and sent it together with a further survey seeking their opinions. This was repeated until a 3rd version was created. This version will now be sent to other divisions for their consideration.

Results

After a few changes the new style report appears to be meeting the needs of the various users and enabling then to access the information they need to make decisions. Users can look at the high level narrative on the first page and be aware of any areas that may need further investigations. The second page gives further data for each feedback stream with numerical data and context. Links to more detailed reports are available. Divisional leads are able to get an overall picture of the divisional by triangulating the various reports.

Implications

Staff want information that is presented in such a way that it is easy to read and interpret and will divert their attention to where it matters without having to wade through pages of data.