Overview - NHS Patient Surveys Case Study

The Royal Liverpool and Broadgreen University Hospitals NHS Trust is one of the largest and busiest hospital trusts in the North of England with almost one million patients  a year.  It employs approximately 300 consultants, many of whom have honorary senior lecturer contracts with the University of Liverpool.

The Trust provides general hospital services and emergency care to the local community, including a full range of medical, surgical, diagnostic, rehabilitation and therapy services, with the organisational goal of “ensuring that patients are at the centre of everything we do.” 

Situation

The Trust’s organisational goal is central to its  strategy  so  it must ensure the delivery of patient focused, service led care to the people of Liverpool and the North West of England. One of the ways it  achieves this is by involving both patients and staff in research projects, future plans, and everyday operational issues.

The Trust’s board is determined to offer world class healthcare and lead the way in engaging the public, patients and carers. The primary objective of the Trust is to be the hospital of choice for the people of Merseyside, Cheshire and further afield through the delivery of services which offer both quality,  and value for money.  The Trust is also seeking to build a new state of the art hospital, and believes that involving the patients in the decision making process is a vital part of its planning.

Solution

Implementation of ViewPoint RCS – Patient Feedback System

CRT implemented the ViewPoint system within the Trust, utilising Touch Screen Kiosk and hand-held Tablet PC technology. The multi-channel system ensures  the right approach to measuring the patient experience is  applied.

ViewPoint Touch Screen Kiosks collect real-time patient feedback throughout the hospital, in areas such as waiting rooms, where the devices can be left unattended for NHS patient or visitor participation. The ViewPoint system includes Valid8™ * which means all patient survey responses undergo  automated  validation before forming any part of the overall results. The ease of use for patients means they are more inclined to leave feedback at different parts of their journey through the hospital, allowing the Trust to measure patient satisfaction.

ViewPoint Tablet PCs are ideal for carrying out accompanied NHS patient surveys,  e.g. visually impaired patients or those with restricted movement. This provides excellent accessibility for all service users and ensures the NHS Trust maximises user participation by including all demographic groups.

Benefits of NHS Patient Surveys

• Analysis shows the Trust is   engaging more effectively with all areas of the community
• Higher number of response rates (compared to other methods), and  accuracy of feedback with Valid8*  technology
• Patient survey feedback now directly informing the decisions made from board to ward level.
• The Trust is closer than ever to reaching  its goal – patients are now influencing key decisions regarding the quality of care

“Feedback from patient, relatives and visitors to the Trust is very important to us. The ViewPoint patient survey solution is allowing us to obtain patient feedback in a simple, timely way. We are so impressed with the system and the feedback reports that we purchased additional units, to help us measure patient experience even further.”
Denise Carroll, Director of Clinical Governance and Quality, Royal Liverpool and Broadgreen NHS Trust

*Our Valid8™ system 'filters and quarantines' false patient survey responses - such as children playing around - so that the data sample is high quality, genuine feedback that can be trusted.