Patient
feedback in a
changing
NHS
Chris Branson
Insight & Feedback Unit
7th April 2016
www.england.nhs.uk
Our view: any service needs to understand
the people it serves
www.england.nhs.uk
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The NHS is certainly changing – and
fast
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ALBs, CSUs & CCGs
5YFV
NCMs
STPs
IPC (PHBs & IPBs)
PACS
SCRs
MCPs
BCF
UEC
ACC
CCG IAF
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Vanguards
Federated GPs
Devolution
Patient-Supported Self Management
Patient Online
Paperless NHS
111
GP Pharmacies
“7 Day Services”
Right Care
My NHS
So what is the
problem with
feedback?
www.england.nhs.uk
That we’re not the most reliable
witnesses of ourselves?
• Better to observe than
to ask?
• Better to conduct RCTs
than to question
preferences?
• Better to mine big data
than rely on imperfect
recollections?
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“We collect too much and do too
little.”
Carl Macrae, social psychologist and safety expert
“We have all the data – so what?”
Patient experience manager, NHS trust
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What kind of feedback is it, and what
do we want to use it for?
It’s research data – it’s about
precisely measuring the
experience of my patients
It’s management information – to help me
identify where there’s a problem and
prioritise what needs fixing
• Am I using reliable, robust,
validated measures?
• Are my measures good enough? Do they
have the detail to know what needs fixing?
• How can I act if I only have
data from 10% of patients?
• 10%, wow! If they say it’s a problem, I at
least need to investigate
• Have I got a representative
sample?
• Maybe it’s not representative – but better
than nothing. I’ll go and investigate
• How are my data collection
methods introducing bias?
• Maybe there is some bias – but does it let
me compare different wards, and know
where to act?
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What matters more: having
robust or making a
difference?
What is more effective:
GPPS or FFT?
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We want to move the NHS from
a data collection organisation to
an organisation that uses data
as a way to improve
The NHS needs to be much
better at listening and acting on
the information it collects
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Empowering through better insight
data presentation
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Presenting data with impact
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GPPS – different presentations
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A few final thoughts
• Why are we still questioning the value of
feedback?
• We don’t question the value of evaluation
• If current forms of feedback are ineffective,
then what are effective means of achieving
change?
• People have a right to feed back, and we
have an obligation to listen and act
www.england.nhs.uk
Over to you…
[email protected]
[email protected]
www.england.nhs.uk