Real-time and Right-time feedback:

improving care experience, learning from the

Person-centred Health and Care Programme

Introductions

Ann McLinton - NHS GGC

Lillian Crichton - NHS Western Isles

Rick Edwards - NHS Lanarkshire

Denisa Lorincova - NHS Lanarkshire

Deborah Baldie – NHS Tayside

Stephanie Stewart - NHS Tayside

Learning Objectives

1. To provide a taster session of how to review

and analyse care experience feedback.

2. To assist you to make links with:

• organisational (ward and unit) values,

• codes of professional conduct,

• standards,

• person-centered criteria

3. To provide guidance of how to identify

opportunities for change and improvement.

Real-Time FeedbackGather and record care

experience from people at point of care using a

conversational approach

Provide narrative feedback to care team

within 48 hours

Care team reflect together and discuss all available

feedback at a routine improvement meeting

Care team prioritise improvement

opportunities based on feedback

Improvements are tested and evaluated

Improvements are implemented and

spread

Right–Time FeedbackAsk (and consent) people

within the care environment if they are willing to give feedback

post episode of care

Hold a quality conversation by telephone

about care experience within 2-3 weeks of

discharge and record feedback

Relevant care team(s) receive feedback to reflect together and discuss at their routine

improvement meeting

Care team(s) prioritise improvement

opportunities based on feedback

Improvements are tested and evaluated

Improvements are implemented and

spread

Workshops

Table 1: Renal right time feedback – Steph/Debbie

Table 2: Medical pathway real-time feedback – Ann

Table 3: Western Isles feedback – Lillian

Table 4: Surgical real and right –time feedback - Rick

Table 5: Community real and right-time feedback - Denisa

Workshop - Plan

1. How did the data make you feel?

2. What positive aspects did you notice? (Adds

Value)

3. What negative aspects did you notice? (Does

not add value)

4. What are your priorities for change?

Feedback – Group Spokesperson

1. How did the process go, how did it feel?

2. Identify one key insight...

3. Identify one key critical question (questions

start with how or what) they would have for

facilitators working in pilot sites.

Evaluation

The thing I liked most...

The thing I liked least...

My key learning...