You Said We Did 2016 Overview

06 Jan 2017

Our “you said we did” campaign gains important feedback directly from patients, helping us to tailor all our services to the specific needs of local people

We gather data through a variety of different ways, from recommendations by clinics and patients, to social media comments and feedback survey results. Through these different formats, we have been able to compile feedback from 6,000 responses, helping us to create our aims for this year:

  • Improving accessibility to make sure everyone can provide feedback

When reviewing data from our in-clinic ‘Screening Survey,’ we identified a lack of engagement from certain demographics. After further research, we discovered this was due a translation/literacy issue.

We Did: We have ensured Google Translate available throughout the EMIS Care website and have purchased a translation module that integrates with our survey feedback software. We are also working with a translation firm to convert our surveys and feedback forms to suit our patients’ needs.

  • Helping patients know more about their data

Patients have informed us that they want to know more about how their information is stored.

We Did: We have made the letters we send to new patients widely available from clinics and have shared the letters with local stakeholders. Patients can also visit a designated webpage which - since its deployment last month - has helped over 40 users. Patient letters now all include a footer message informing them of how to find out more information about their data, as well providing them with the new website link – www.emiscare.com/fair-processing-notice.

  • Improving peace of mind

In a multiple choice question, we asked patients: “What was the best thing about your visit?” 38.7% said peace of mind.

We did: To increase this statistic, we have started offering more support to patients outside of their appointments. On every dedicated DESP webpage, we offer live chat functionality through Facebook. This means that any patient at any time can speak to a clinically knowledgeable member of the team - 24/7. We have also started a pilot partnership with Diabetes Essentials – a diabetes education programme in our Central Mersey DESP. We want to empower patients – and by using this partnership as a template, we are looking to implement similar schemes with local services across all our sites in England.

  • Helping patients to feel comfortable

We gathered feedback from one clinic where patients had highlighted that water facilities were not available.

We did: In this particular clinic, we agreed a contract to install water coolers. After this initiative, we decided to implement further operational changes in all our programmes, ensuring that all patients have access to water in their waiting areas.

  • Keep up the good work!

Over 99% of patients thought our service was excellent or good. In our surveys alone, we have received over 1200 compliments. The word “good” was used 487 times, “excellent” was used 297 times and “helpful” was used 139 times.

We did: We want patients to know we value their feedback. Their comments shape the service, which is why we launched this campaign.

To help collect their responses, we have also launched a feedback tablet pilot scheme in our Bradford & Airedale DESP. This allows us to gather feedback effectively, quickly and in a format that can be easily translated. Using just one tablet in a single month, the team gathered 539 responses.

From those surveyed, 92.39% of patients were very happy with the service and 7.61% were happy with the service - that means 100% of patients were happy with their diabetic eye screening appointment. As a final note, 99.63% of those patients would recommend our service to a friend or family member with diabetes.