irmingham Children’s Hospital put improving patient care at the top of its agenda last year when it decided to revamp the way it receives feedback from its young patients and families.
After identifying that its existing methods, such as feedback cards, were failing to appeal to its young patients, the hospital decided to work with them to create a more effective method.
The result was a free, easy-to-use smartphone app, which gave patients and families a voice and provided the hospital with a way to respond to feedback in real time.
The hospital also decided to post all the feedback and the responses on its website – the first time this has ever been done in the NHS.
The move led to an increased amount of feedback, giving the hospital important data to improve patient care.
So far, the app has been downloaded 745 times and there has been a 930 per cent increase in visits to the feedback pages of the hospital’s website during the week of launch.
Initial analysis suggests a reduction in the number of formal complaints and contacts with the hospital’s Patient Advice and Liaison Service since the app launched. Forty other trusts have asked for more information about the app and are interested in adopting similar technology in their organisations.
"Very courageous to be so transparent. I would like to see this adopted nationally"
Kathryn Richards Senior press officer, CARE International UK