Nottinghamshire Healthcare provides integrated healthcare services, including mental health, learning disability and community health services. It employs over 8800 staff from over 100 sites. It has an income of £435 million.
The Trust aimed to be the most open and responsive organisation in the NHS and to help do this they wanted to develop their own publicly accessible patient experience website. They wanted to be the first NHS organisation to make all their feedback visible to the public and Trust staff whilst making it easier for staff to respond.
They successfully applied for funding from the £1m NHS Patient Feedback Challenge. They used some of the funding received from the Challenge to develop their own feedback website where people could leave and view feedback from the variety of sources they use.
With the enthusiastic support of the Board the Involvement Team launched their Feedback Challenge project in September 2012. The team led a transformational and ambitious programme to:
- Develop ten teams across the Trust’s three Divisions to become beacons of good practice for all aspects of patient feedback and to spread this to other teams.
- Create a patient experience website that is public, accessible, improves accountability and drives change
To develop the website two design workshops were run in November 2012 one for service users, carers and frontline staff and the other for managers. These were to gather what people wanted from a Patient Experience Website and to seek advice on its design.
The website was developed over five months, during which they tested versions with service users, carers and staff. It was refined into a site that meets the needs of both staff and the public, with five distinct sections:
- Home page – with the most recent survey results, latest Patient Opinion postings and changes teams have made in response to feedback
- Leave Feedback – where people complete the survey, tell their story via Patient Opinion or find contact details to speak to the organisation directly via PALS
- View Feedback – see reports with survey results and all the comments received for each team. A custom search with the ability to interrogate the data in many ways including looking at the experience of different communities.
- What we’ve done – where Nottinghamshire Healthcare teams post changes they have made in response to feedback
- Learn More – where people can see patient experience case studies, videos, resources and how to get involved.
It can be seen at: http://feedback.nottinghamshirehealthcare.nhs.uk and can be viewed on PC, iPAD, Smartphones and there is a QR code for the site.
The Feedback Matters website has already had a significant impact and made a difference to how people use and respond to feedback. The usage of the website is increasingly rapidly from 17 unique visitors in April to 601 in October 2013 and now 1608 unique visitors to the site with over 13,000 page views.
The site has already made a difference to staff enabling them to see all the feedback about their team or service at any time online. They can see graphs and trends from the survey, all the comments received (analysed by theme) and all Patient Opinion stories about the Trust. This has opened up feedback to all staff through the ‘View Reports’ section.
The initiative has had a wider impact, increasing the number of survey responses by 43% to 13 671 in the last year. Over 14 500 comments have been received, analysed by theme, and are visible to staff and public on the website.
The number of Patient Opinion postings has increased by 48% to 401 stories in the last year, as well as increasing the number of service changes from 20 to 31 on the site. In addition, the Trust’s Service Quality Rating has increased from 88% over the year to September 2012 to 90% in the year to September 2013.
The increased focus on responding to feedback has meant teams have taken action on a whole range of issues. Over 35 changes are recorded on the site these can be seen on the ‘What we’ve Done’ Section of the Nottinghamshire Healthcare website: (http://feedback.nottinghamshirehealthcare.nhs.uk/service/what-weve-done) Many more changes can be seen in the Annual Involvement Report 2012/13 (http://feedback.nottinghamshirehealthcare.nhs.uk/learn-more/resources/annual-involvement-report-2012-13).