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Showing results for tags 'Feedback'.
Found 246 results
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Content ArticleThis paper explores how patient-reported experience measures (PREMs) are collected, communicated and used to inform quality improvement (QI) across healthcare settings.
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Content ArticleWhen it was initiated in 2001, England's national patient survey programme was one of the first in the world and has now been widely emulated in other healthcare systems. The aim of the survey programme was to make the National Health Service (NHS) more 'patient centred' and more responsive to patient feedback. The national inpatient survey has now been running in England annually since 2002 gathering data from over 600,000 patients. The aim of this study is to investigate how the data have been used and to summarise what has been learned about patients' evaluation of care as a result.
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Content ArticleThis book is about the value of the customer's service experience in improving the quality of services in all respects, from technical quality to interactive quality.
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Content ArticleResponding to online patient feedback is considered integral to patient safety and quality improvement. However, guidance on how to respond effectively is limited, with limited attention paid to patient perceptions and reactions. The objectives of this paper, published by Health Expectations, were to identify factors considered potentially helpful in enhancing response quality; coproduce a best‐practice response framework; and quality‐appraise existing responses.
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Content ArticleBoth staff and patients want feedback from patients about the care to be heard and acted upon and the NHS has clear policies to encourage this. Doing this in practice is, however, complex and challenging. This report, by the National Institute for Health Research, features nine new research studies about using patient experience data in the NHS. These show what organisations are doing now and what could be done better. Evidence ranges from hospital wards to general practice to mental health settings. There are also insights into new ways of mining and analysing big data, using online feedback and approaches to involving patients in making sense of feedback and driving improvements.
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Content Article
Diane Vaughan's theory of the normalisation of deviance
Claire Cox posted an article in Barriers
Diane Vaughan is an American sociologist who devoted most of her time on topics such as 'deviance in organisations'. One of Vaughan's theories regarding misconduct within large organisations is the normalisation of deviance. Here, she uses healthcare to explain how harmful behaviours can become normalised and offers up solutions. -
Content ArticleWhat makes an outstanding hospital? is part of the Priory's Better Together podcast series. In this episode, Priory’s Director of Quality for Healthcare, Natasha Sloman, is joined by Professor Sir Mike Richards, former CQC Chief Inspector of Hospitals, and Paul Pritchard, one of Priory’s Managing Directors. They talk about what makes an ‘outstanding’ hospital and Priory’s approach to enabling ‘outstanding’ services.’
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Content ArticleWhen someone you love is hospitalised, it can be scary-even terrifying-for the patient and for family and friends. A hospital may seem like a foreign land. Sounds, smells, and the culture are unfamiliar; even the medical terminology sounds like a different language. Understanding the hospital environment and knowing how to navigate its complicated pathways can make you a strong champion for your loved one. You are as critical to your loved one's recovery as the doctors and nurses. Your role is different, but vital. In some cases, you can make the difference between life and death. Hospital Warrior de-mystifies the process and provides the tools, understanding and insight you need to get the best care for your loved one.
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Content Article
WHO: Guidance for after action review (1 April 2019)
Patient Safety Learning posted an article in WHO
The WHO guidance for after action review (AAR) presents the methodology for planning and implementing a successful AAR to review actions taken in response to public health event, but also as a routine management tool for continuous learning and improvements. Four formats of AARs are described including the debrief, working group, key informant interview and mixed method AARs, and the accompanying toolkits containing materials to support the designing, preparing, conducting, and following up on each AAR format. Whilst the AAR methodology described in this document can be used for any response, a specific guidance to conduct an AAR following the response to emergencies that were not caused by biological hazards such as natural disasters is also provided to help the health sector to review its specific contribution to the multisectoral response and coordination. -
Content ArticleAmy Edmondson, PhD, Harvard professor and speaker at Learn Serve Lead 2019: The AAMC Annual Meeting, talks about how to create an interpersonal climate that encourages input from all members of the patient care team.
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Content ArticleSteve Turner is a healthcare professional, a nurse prescriber with experience in senior management in both the NHS and private sectors. He works as a clinician with vulnerable adults on the margins of society. In this blog, published on Care Right Now, he reflects on the situation in England based on his experiences and those of the many people he has met as a result. All of whom experienced the backlash that can happen when organisational reputation trumps patient safety. One thing many of us have in common is that, put simply, we never intended to become known as ‘whistleblowers’ we were just trying to do our job to the best of our ability.
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Content ArticleTeam-targeted rudeness may underlie performance deficiencies, with individuals exposed to rude behaviour being less helpful and cooperative. The objective of this paper, published by The Official Journal of the American Academy of Pediatrics, was to explore the impact of rudeness on the performance of medical teams. In conclusion, rudeness had adverse consequences on the diagnostic and procedural performance of the neonatal intensive care team members. Information-sharing mediated the adverse effect of rudeness on diagnostic performance, and help-seeking mediated the effect of rudeness on procedural performance.
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Content ArticlePresentation from Dr Helen Highham at the 'A New Strategy for Patient Safety - Insight, Involvement, Improvement' conference held in Manchester on the 16 October 2019.
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Content ArticleLubna Haq, Co-Founder/Director of Claridade, was one of the panelists at Patient Safety Learning's Annual Conference leading the discussions on why and how we need to professionalise patient safety. In this blog for the hub, Lubna continues the discussion and encourages us to have conversations about what makes the biggest difference in how we go about our jobs and to share examples of good practice.
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Content Article
Medical professionals can change their behaviour: study
Patient Safety Learning posted an article in Good practice
Disrespectful and unsafe behavior by physicians and advanced practice medical professionals can undermine health care teams, but research shows that often a simple conversation to make an individual aware of their action can promote self-reflection and change. A Vanderbilt University Medical Center study published in The Joint Commission Journal on Quality and Patient Safety examined data from the Co-worker Observation Reporting System (CORS), a system of peer reporting of perceived disrespectful and unsafe conduct that was established at VUMC in 2011. -
Community Post
Definition of "Lessons Learned"
Haydn Williams posted a topic in Methodology and guidance: How to do an investigation
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I've been searching for a definition of "Lessons Learned", to inform some internal discussion and a policy review. However, I cannot seem to find one anywhere - I've tried as much NHSI and old NPSA documentation as I can get my hands on, Googled some Trust policies, and done some other searches. The closest I can find is some wording on Knowledge for Healthcare: This seems to be a start, but not necessarily specific to incidents and learning from investigations. I'm also keen to use wording from an organisation which already carries a bit of weight and gravitas, rather than developing our own, if possible. Is anyone aware of anything I might have missed?- Posted
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Content Article
Freedom to Speak Up Guardian job description (March 2018)
Claire Cox posted an article in Speak Up Guardians
This is the Freedom to Speak Up Guardian job description. Use it for reference or for a template to advertise for a Freedom to Speak Up Guardian in you trust/sector. -
Content Article
EAST: Four simple ways to apply behavioural insights (2015)
Patient Safety Learning posted an article in Techniques
If you want to encourage a behaviour in any setting, make it Easy, Attractive, Social and Timely (EAST). These four simple principles for applying behavioural insights are based on the Behavioural Insights Team’s own work and the wider academic literature. There is a large body of evidence on what influences behaviour, and we do not attempt to reflect all its complexity and nuances here. But we have found that policy makers and practitioners find it useful to have a simple, memorable framework to think about effective behavioural approaches. -
Content ArticleCollecting feedback on the care provided to bereaved families and carers following the death of a child or young person is of critical importance to improving bereavement care. Whilst some local healthcare systems have well-established mechanisms and questionnaires for collecting such feedback, many have indicated that they do not and would value guidance in this area.
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Content Article
NHS Improvement: A Just Culture guide – animation (15 March 2018)
Claire Cox posted an article in Good practice
A Just Culture guide helps NHS managers ensure staff involved in a patient safety incident are treated fairly, and supports a culture of openness to maximise opportunities to learn from mistakes. -
Content ArticleThis short video describes how the staff at NHS Imperial College Healthcare are at the heart of patient safety and showcases some of the achievements of their teams in improving patient safety.
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Content ArticleTejal K. Gandhi, Institute for Healthcare Improvement's (IHI) Chief Clinical and Safety Officer, reflects on the World Health Organization (WHO) challenge to “Speak Up for Patient Safety” and how broadly it applies to improvement work.
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Content ArticleA team of ward nurses from Merseyside took part in the 2018–19 cohort of the Innovation Agency's coaching for culture programme. The team, led by ward manager Sharon Mcloughlin, were all from the Dott Ward at The Walton Centre NHS Foundation Trust, a specialist trust in north Liverpool dedicated to providing comprehensive neurology, neurosurgery, spinal and pain management services.
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Content ArticleImproving patient experience is not simple. As well as effective leadership and a receptive culture, trusts need a wholesystems approach to collecting, analysing, using and learning from patient feedback for quality improvement. Without such an approach it is almost impossible to track, measure and drive quality improvement. NHS Improvements framework brings together the characteristics of trusts that consistently improve patient experience and enables them to carry out an organisational diagnostic to establish how far patient experience is embedded in its leadership, culture and its operational processes.
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Content ArticleRichard Smith, former BMJ Editor and Chair of the Point of Care Foundation, finds out more about Schwartz rounds in this opinion article published in the BMJ.
