The All Wales Palliative Care Board
The AWPCB is responsible for delivering specialist end of life care across Wales. In 2009, they deployed the IWGC solution across their 53 facilities, to fully understand, monitor and continuously improve the experience of those they care for (patients and families).
Comprehensive engagement with clinical teams by IWGC clinicians helped ensure broad support for an innovative and bold approach that asks all patients to provide qualitative and quantitative feedback on the care they receive. These “ratings and reviews” are collected online through a bespoke, secure website and via paper forms produced, collected and analysed by IWGC – AWPCB do not have to handle or process any of the forms.
Patients and their families are able to provide feedback whilst in the hospice, or from their homes – and the entire solution is available in both English and Welsh language versions. IWGC systems monitor and assess all feedback in real-time, enabling alerts to be sent direct to individual locations or members of staff, as per their specified requirements, e.g. email alert if rating is below an agreed threshold.
All 53 locations receive a monthly report showing their performance compared to their peers, including detailed understanding of the experience of service users across ten different criteria. Critically, all comments and “patient stories” for their location are included each month – ensuring true understanding and helping to build and grow a culture that is at all times truly total patient-centric.
Senior management receive aggregated reports, making it easy to fully understood overall performance, as well as identify opportunities for improvement – all based on the real-time perception and experience of the patients they care for.
Deploying IWGC has not only proven to be highly popular with staff – building morale and helping them focus on the needs of patients at all times – but has directly led to operational reorganisations of the service delivered to improve quality and efficiency of care.
“We should remember that healthcare professionals are proud. They want to deliver a good service. If you embed direct patient feedback into the system, as we have in Wales for palliative care using iWantGreatCare, it can become a powerful driver to quality improvement”
PROFESSOR ILORA FINLAY
Walsall Manor Hospital
Walsall Manor Hospital aimed to capture patient and carer feedback on the quality of care received during a stay on one of its wards. It wanted to gather far more than the 10% footfall of acute patients’ net promoter scores required to meet the regional CQUIN for Patient Experience, and saw the opportunity to gather further information from patients on such issues as the quality of staff/patient communication,the noise levels on wards, the standard of food and staff hygiene.
They wanted to view the data gathered on a weekly basis through reports which summarised progress clearly and concisely.
iWantGreatCare have provided an online solution for Walsall by creating a bespoke series of pages within its website to which Walsall’s patients are directed, capturing all of the information required.
Clinicians are provided with business cards directing patients straight to their specific profile on the website and can view and respond to feedback on a real-time basis.
iWantGreatCare has also provided Walsall with paper surveys which are handed by staff to patients and carers on discharge. The data from both the online and offline solutions are collated into weekly reports which textually and graphically illustrate the progress made week on week by each ward.
Walsall Manor Hospital is now actively promoting the website with a poster campaign running throughout the hospital and is handing out up to one thousand surveys per month to patients on discharge.
“”We had tried many methods to capture patient experience, but none had given the real-time detail and volume of feedback necessary to drive improved performance.
iWantGreatCare has not only been the simplest system to implement, but has given the Trust truly valuable insight and a new level of comparative data that will make a real difference in supporting clinical staff to deliver an excellent experience to all patients.
The responsiveness of the iWantGreatCare team is particularly valuable in ensuring that we always have up to date information and bespoke reports needed at board level.”
Kathryn Halford, Director of Patient Experience
Walsall NHS Trust
Lloyds Pharmacy was looking for a way to capture real-time customer feedback which would enable it to quickly identify any areas of excellence or concern across its pharmacies.
iWantGreatCare proposed an online solution comprising a bespoke series of webpages for Lloyds within its website. Customers are able to search for a specific pharmacy and to answer six straightforward questions such as ‘Was the Store Clean and Tidy?’ and ‘Did you Trust the Advice Given by the Pharmacy Staff?’, as well as entering more detailed comments in a freetext box.
Feedback falling below a given percentage prompts an email alert to key Lloyds staff and timely responses can be made to adverse comments as required. The online data is collated by iWantGreatCare into monthly reports which provide a league table of Lloyds pharmacies on a month on month basis, as well as a summary of the comments made by customers during that month.
Lloyds Pharmacy is now extending the capture of customer feedback by piloting in-store surveys in its pharmacies across the South East. iWantGreatCare are providing the surveys, which mirror the online questionnaire, and will interpret the data into detailed reports on a pharmacy-to-pharmacy and cross-pharmacy basis. Lloyds is also linking the reviews made on the iWantGreatCare website to its Facebook and Twitter feeds.
“Using iWantGreatCare has proved to be a rapid way to get powerful new insights into the needs and experience of our patients.
Implementing the system has been straight-forward, and I have been surprised and delighted by the high volume of detailed responses we get every day. Sharing this unique feedback with staff and customers has real potential to improve our service and support our marketing.
The iWantGreatCare team particularly understands the specific needs of a healthcare provider and the need to robustly monitor and respond to patient comments.”
Steve Howard, Superintendent Pharmacist