What are we trying to achieve?
Our aims are to:
- use feedback from patients and family / whānau to measure performance against our values and behavioural standards
- create a system that brings together multiple sources of patient and family / whānau feedback
- help staff easily see the common themes from patients and family / whānau comments to identify opportunities for improvement
What have we done?
- We established an electronic survey system that gathers real-time feedback from patients and family / whānau throughout the organisation. We receive hundreds of survey responses every month and in the last year have had over 8,000.
- We have worked with our communities and staff to revise our organisational values and create behavioural standards that set out what it means to live up to our values.
- We developed a set of values-based reports for the last quarter of 2014 which takes the written comments from the electronic feedback system and maps them against our organisational values and behavioural standards. These reports will be produced every three months.
Example of standards and behaviours relating to our value "Everyone Matters"
[Download a leaflet with full list of behaviours]
There are two sets of reports created. The first is an organisational overview, which shows how well we are doing overall. The second set breaks the information down for each ward or service. Reporting in this way allows teams to focus their attention on improvement activity that will really make a difference to patient and family / whānau experience.
We have four organisational values:
- Everyone matters
- With compassion
- Better, best, brilliant
Within each we have four behavioural standards. The chart below shows how often each standard is mentioned in patient and family / whānau feedback and whether they are mentioned in a positive, neutral or negative way.
Overview of organisational results from values-based report
- The first values-based reports clearly showed that being “welcoming and friendly” is most important for providing a positive experience. It is also the area where we have most room for improvement.
- Based on this analysis we implemented a campaign to become “the most welcoming DHB in NZ”. The campaign included a raft of activity including staff education sessions and the sharing of communication tools.
- The second round of values-based reports showed an improvement across many of the standards, including “welcoming and friendly”.
Improvements in results across standards in second round of values-based reports
Did we make a difference?
Our values-based reports:
- have been successful in making sense of qualitative data (free-text comments) that is traditionally difficult to analyse
- resonate with both staff and the public because our behavioural standards were co-developed
- give us a way of measuring performance that reinforces positive behaviour as well as showing where there is room for improvement
- help us to ensure there is a multi-disciplinary response to patient and family / whānau feedback
In July 2014 we received the Institute of Public Administration in New Zealand (IPANZ) Award for 'Excellence in Trust and Integrity' for our work with linking patient experience to values to drive improvement in care.
Where to from here?
We will continue to produce and analyse values-based reports, and use these to continually improve the services we provide. We will also include comments from other sources of feedback (such as complaints and compliments), and additionally incorporate other areas who do not currently have electronic survey systems (eg orderlies and cleaners).