Heartbeat: Audiology share new ways to respond to patient views

February 15, 2019

Two years ago colleagues in audiology decided it was time to review and refresh how they went about engaging with and involving patients in service development. Thus began their journey to moving their age old paper feedback forms in to the digital forms they are now.

Recognising that paper feedback forms were time consuming (both for patients and colleagues processing them), heavily biased due to patients completing them in clinic and limited in their response rates, the department began to look for a more modern solution.

To find out more about their journey, Heartbeat caught up with Audiologist, Fiona Bowen, she said: “We knew for a while that we needed a better solution, the paper forms we had used long since passed their usefulness and before long we found Smart Surveys.

“Now, using the new survey system, we’re able to sample 100 patients each and every month by sending them a text message link to a feedback survey that they can complete. Because the patients get the link on their phone, they can complete and return it quickly and easily, the responses are open and honest and there is no bias.

“Each quarter, we download the data and analyse the results and since we began using this system we have seen our response rates rise, as well an increase in suggestions and comments for service improvements.”

Noting the one caveat to the system, being that patients need to have a smartphone, the department also offers a range of manual feedback solutions, with ‘sad and glad’ boards available in the department, where patients can indicate what made them sad or glad about their experience as well as traditional comment cards.

Looking to the future, the department will be aiming to roll out tailored digital surveys to each service area within audiology including paediatrics and specialist services.

To find out more, contact Fiona Bowen on fiona.york@nhs.net