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How Are We Doing?-The Experience of the Merton Home Treatment Team in Gathering Real-Time Feedback and the Impact Upon Service Provision.

Rutherford, MD; Akram, A (2017) How Are We Doing?-The Experience of the Merton Home Treatment Team in Gathering Real-Time Feedback and the Impact Upon Service Provision. J Patient Exp, 4 (4). pp. 197-201. ISSN 2374-3735 https://doi.org/10.1177/2374373517715009
SGUL Authors: Akram, Adil

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Abstract

Aims and Method: To discuss the methods involved in gathering real-time feedback (RTF) by a London Home Treatment Team. We hypothesized that RTF would lead to changes in service provision and improvements in patient and carer feedback. Patients were invited to provide RTF on discharge. Quantitative and qualitative data were collected and analyzed centrally by the Trust before being disseminated to the team and changes made based upon the results. Quantitative feedback on the team's performance in the first 6 months of RTF use was compared against data from the 6 months prior to March 2015 using 2-tailed Z tests. Results: There were significant improvements in feedback around the team visiting at the agreed times (P = .0069) and patients feeling that they had been involved in treatment decisions (P = .0371). Clinical Implications: Real-time feedback is a potentially valuable method for obtaining patient feedback and can result in service improvements if used appropriately.

Item Type: Article
Additional Information: © The Author(s) 2017 Creative Commons CC BY-NC: This article is distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 License (http://www.creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission provided the original work is attributed as specified on the SAGE and Open Access pages (https://us.sagepub.com/en-us/nam/open-access-at-sage)
Keywords: health information technology, mobile experience applications, outpatient satisfaction data, patient expectations, patient feedback, patient satisfactions, quantitative methods, service excellence
SGUL Research Institute / Research Centre: Academic Structure > Population Health Research Institute (INPH)
Journal or Publication Title: J Patient Exp
ISSN: 2374-3735
Language: eng
Dates:
DateEvent
December 2017Published
28 June 2017Published Online
Publisher License: Creative Commons: Attribution-Noncommercial 4.0
PubMed ID: 29276767
Go to PubMed abstract
URI: https://openaccess.sgul.ac.uk/id/eprint/109486
Publisher's version: https://doi.org/10.1177/2374373517715009

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