New touchscreen patient feedback used at NNUH

Valuable new patient feedback is being gathered at the Norfolk and Norwich University Hospital using innovative touchscreen technology.

The hospital is using a new Dr Foster Intelligence Patient Experience Tracker system which has portable “tablets” that patients use to key in answers to a range of questions about their care.

The lightweight handheld units are large enough to be handled by frail patients and feature large print and translations for non-English speakers. The tablets also meet infection control standards.

The first month's worth of results have just been gathered from eight of the hospital's wards. The aim of the project is to assess patient feedback on an ongoing basis and to help staff improve the service.

In the first month, 215 patients used the 10 PETs to give their views across a range of eight wards from different specialties including Cardiology, Orthopaedics, and Medicine for the Elderly.

The NNUH results for October showed:

  • 97% were happy with the care they received
  • 96% were treated with respect and dignity
  • 91% said ward staff were approachable, professional and sensitive
  • 82% said they were kept well informed by staff
  • 82% said staff answered questions in a way they could understand

Director of Nursing and Education Chrsitine Baxter said: “We were very keen to introduce a regular and portable patient survey system that supplements the annual patient surveys done by the Healthcare Commission. We are really encouraged by the results which show very high levels of satisfaction and they will help staff further improve the services we offer our patients.”

The Dr Foster Intelligence system will be used in both wards and out-patient areas to monitor patient satisfaction and deliver improved patient services.

Tuesday 6th of November 2007 01:00:13 PM