{"id":1823,"date":"2020-01-23T14:39:07","date_gmt":"2020-01-23T14:39:07","guid":{"rendered":"https:\/\/blogs.imperial.ac.uk\/ighi\/?p=1823"},"modified":"2020-01-29T15:52:34","modified_gmt":"2020-01-29T15:52:34","slug":"feedback-first-making-patient-complaints-easier-to-digest","status":"publish","type":"post","link":"https:\/\/blogs.imperial.ac.uk\/ighi\/2020\/01\/23\/feedback-first-making-patient-complaints-easier-to-digest\/","title":{"rendered":"Feedback First \u2013 making patient complaints easier to digest"},"content":{"rendered":"

\"Coloured<\/p>\n

People complain for a variety of reasons. But international evidence consistently finds that most people complain to prevent incidents from happening to others \u2013 they want to see change as a result, when they feel something isn\u2019t right. Making a complaint can therefore be an empowering process, if people know \u2013 or feel \u2013 that their actions could make a difference.<\/p>\n

Dealing with complaints is an important learning process for those that the complaint is directed against, but also the institution more widely. They can highlight problems that may have otherwise slipped through the net, prompting action that can prevent the same mistakes happening again and affecting more people.<\/p>\n

That\u2019s why complaints are such a valuable resource for health systems. They\u2019re a gold mine of information that represents people\u2019s unfettered thoughts, feelings and real experiences with health care, representing an important opportunity to reflect, learn and improve.<\/p>\n

But they can also be messy.<\/p>\n

People\u2019s unstructured feedback is difficult to navigate and laborious to extract meaningful insights from, particularly since the NHS receives some 570<\/a> written complaints every single day. Arguably, though, this is part of what makes the feedback so valuable.<\/p>\n

\u201cThe unstructured nature of feedback is what provides the complexity,\u201d says Pip Batey<\/a>, designer at our Helix Centre<\/a>. \u201cBut this complexity is also the value. Written feedback, especially complaints, are a rich narrative of personal experiences across multiple touchpoints within the system; hospitals, GP surgeries, community services, etc.\u201d<\/p>\n

So how do healthcare professionals begin to make sense of this melting pot of data?<\/p>\n

\u201cOne solution is to categorise or \u2018code\u2019 this data to make it structured, so that it can be analysed more efficiently and, in turn, fed back to hospital wards in a meaningful way that can prompt change,\u201d says Jackie van Dael, PhD student at IGHI\u2019s NIHR Imperial Patient Safety Translational Research Centre<\/a>.<\/p>\n

\u201cThis is exactly what the Healthcare Complaints Analysis Tool does. The issue is, it\u2019s a well-kept secret among the complaints community. We want to drive greater engagement with this tool so that patients and families can have a greater impact on health systems, and we hope our new platform, Feedback First<\/a>, will help towards that goal.\u201d<\/p>\n

A catalyst for change<\/h2>\n

Developed at the London School of Economics, the Healthcare Complaints Analysis Tool<\/a> (HCAT) is a coding method that allows organisations to standardise the way they analyse patient complaints, and thus turn them into an effective springboard for improvement. It\u2019s a powerful tool with great potential, yet this has yet to be realised across much of the healthcare community.<\/p>\n

Many professionals aren\u2019t aware of HCAT, which is in part due to the fragmented nature of the complaints community.<\/p>\n

\"An
How patient complaints are coded using HCAT<\/figcaption><\/figure>\n

Professionals therefore have little opportunity to come together to share best practices, meaning few people know what works well and what doesn\u2019t. Added to this is the fact that patient experience data exists in siloes across the NHS, taking many different forms such as complaints, PALS, social media comments, the Friends and Family Test, among others.
\nCognisant of these issues, Jackie\u2019s and Pip\u2019s teams came together to find a solution that could help leverage HCAT and increase its potential as a driver of quality improvement.<\/p>\n

The researchers interviewed and shadowed a range of people, from HCAT users to patient complaints teams, and coalesced all of this information to identify emerging themes and pain points.<\/p>\n

\u201cWe then ran a number of workshops with different users and stakeholders \u2013 clinicians, members of complaints teams, patients and the public \u2013 to try to figure out people\u2019s priorities and needs,\u201d says Pip.<\/p>\n

\u201cWe started off just looking at patient complaints, but then we realised these are part of a much wider world of patient feedback.\u201d
\nOne major finding, Jackie says, was that staff didn\u2019t feel empowered to give feedback to their colleagues because there was a lack of consistency and clear policies on doing so.<\/p>\n

\u201cThis work highlighted the need for a common language that can align the feedback process and profession, and a way to highlight existing evidence on best practices to give them credibility,\u201d she adds. \u201cThis will, in turn, provide patients and families reassurance that their concerns are listened to, and learned from.\u201d<\/p>\n

A spotlight on patient complaints<\/h2>\n

The team\u2019s solution is simple. They\u2019ve created a web-based platform for the feedback community \u2013 a toolbox for Trusts, researchers, and patient experience organisations to unite, share and learn. The idea is that this website, Feedback First<\/a>, is a one-stop-shop for users to discover best practice tools, like HCAT; explore evidence that demonstrates the value of these tools, and connect with others who are seeking to make the most of patient feedback.<\/p>\n

\u201cBy including a community section on the website, we hope to encourage people to take ownership of feedback, recognising that it\u2019s everyone\u2019s responsibility,\u201d Pip says. \u201cWe\u2019re also aiming to be a collaborative hub so that partners can join and bring in their analytical tools, enabling people to make sense of lots of different types of feedback data.\u201d<\/p>\n

No longer is the task of crunching thousands of comments seemingly impossible. But the end goal goes further than analysis. Ultimately, the team wants to use this data to trigger positive change in hospitals.<\/p>\n

\u201cIn addition to traditional case-by-case complaint resolution, we want to help Trusts to systematically monitor trends in complaints data so that they can identify, for example, recurring or high severity complaints across the board,\u201d Jackie says. \u201cA tool like HCAT can help hospitals to visualise patient complaints data they get from using these tools. We call this \u2018spotlight\u2019 analysis.\u201d<\/p>\n

\"A
A snapshot of the Feedback First website<\/figcaption><\/figure>\n

 <\/p>\n

Scan, zoom, dissect<\/h2>\n

Spotlight analysis allows researchers to scan the high-level trends to spot areas that should be probed in finer detail. By performing further in-depth analyses of patients\u2019 journeys through care, teams can then pick out lessons that Trusts can learn from and act on to prevent similar situations from happening in the future.<\/p>\n

\u201cIt\u2019s an antidote to the often fragmented and clinically-focused quality and safety data that is used in healthcare,\u201d says Jackie, \u201cwhich can be somewhat limited in providing a comprehensive picture of incidents or negligence.\u201d<\/p>\n

Our researchers hope these tools and techniques can enable Trusts to tangibly show how they\u2019re responding to patients\u2019 voices, and track the impact that resulting changes are having. It\u2019s about listening, learning and improving.<\/p>\n

It\u2019s still early days for Feedback First<\/a>, but the team hopes that growing this community is one important step towards safer, better quality healthcare.<\/p>\n

If you\u2019re interested in partnering with Feedback First, please contact Jackie (j.van-dael18@imperial.ac.uk) or Pip (pip@helixcentre.com) to find out more about this opportunity.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

People complain for a variety of reasons. But international evidence consistently finds that most people complain to prevent incidents from happening to others \u2013 they want to see change as a result, when they feel something isn\u2019t right. Making a complaint can therefore be an empowering process, if people know \u2013 or feel \u2013 that […]<\/p>\n","protected":false},"author":1308,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[11640],"tags":[],"class_list":["post-1823","post","type-post","status-publish","format-standard","hentry","category-design"],"yoast_head":"\nFeedback First \u2013 making patient complaints easier to digest - Institute of Global Health Innovation<\/title>\n<meta name=\"description\" content=\"Our new website, Feedback First, aims to help health systems turn patient complaints into valuable insights and actions for improvement. 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