Real-time patient feedback
The Countess of Chester Hospital is using real-time patient
feedback to help deliver continuous quality care to patients.
The recently published report by the Medical Director of
the NHS, Sir Bruce Keogh into the poor standard of care at 14 NHS
Trusts, along with the Francis Report into Mid-Staffordshire, have
drawn attention to the importance of listening to the views of
patients in order to ensure that the expected standards of care are
being delivered at all times.
How are we doing it?
The Trust's patient bedside TV screens - provided by Hospicom
- are now also being utilised across the hospital to gather
real-time patient experience. This involves asking patients to
provide feedback on their bedside TV screens anonymously. At the
touch of a button a simple survey appears on the screen, asking
patients about the quality of their experience while they are being
treated on their ward. Each patient can respond to the survey as
many times as they want as it is designed to monitor patient
experiences in real-time, for example from one day to the next.
How will this benefit the patient?
Alison Kelly, Director of Nursing & Quality, said: "Our
objective is to ensure that patients are satisfied while they are
here and that they have the opportunity to tell us if there is
something wrong so we can do something about it straight away.
Equally we also want to record positive feedback to highlight the
good work we are doing and to allow patients to show their
appreciation for the excellent care we are delivering."
Alison along with the heads of nursing, matrons, and ward
managers will be monitoring performance on a daily basis to ensure
that the Trust is providing an excellent standard of care to
patients at all times. If any issues are raised they will appear on
the live reports on a daily basis and will be dealt with
immediately. This is also allowing timely feedback to be provided
back to the clinical teams.
How are we doing right now?
here to see what our patients are saying right now
about the quality of care being delivered at the Countess of
This is a 24/7 live link and results are automatically added as
soon as they are submitted by the patient.