10.30 – 4pm Thursday 24th September 2009

Birmingham & Midlands Institute Margaret Street Birmingham B3 3BS


James Munro, Patient Opinion

Carol Rawlings University Hospital Birmingham:

Don Redding Picker Institute Europe sends his apologies, as he can no longer speak. Read Don’s article – We demand other industries deliver standards that all customers recognise, and so we should also insist on patient experience benchmarking across the NHS. Over a long period Picker have found that what patients want most is

* consistency and coordination of care

* relationships with doctors and nurses

* involvement in decisions

* cleanliness

Patients at University Hospital Birmingham NHS Foundation Trust are being given the opportunity to provide feedback on their experience by completing a survey on their bedside television. The survey is part of the free Hospital Information Channel and uses touch screen technology, making it easy to use. The information is completely anonymous and is fed into the data that is presented on the ward computer as part of the clinical dashboard. The information provides realtime feedback that staff can respond to improve the patient experience. If three or more patients provide ‘good’ feedback, an alert email is automatically generated to tell the staff. Likewise, if three or more patients submit ‘poor’ feedback, an alert is generated so that staff are aware and can respond.

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