Our new BCH Feedback App, launched in February 2013, allows an anonymous message to be sent from a smartphone directly to any part of the hospital at any time, to which the manager can respond to in real-time and make improvements straight away.
We have also ensured we use the technology to be more transparent about our services by linking the messages and responses to our public website, good and bad, publishing them live on an open and transparent platform for others to benefits from too. As a children’s hospital it’s as important to us to listen to what our children and young people think about their care as it is to listen to families. Our research showed that some of our traditional feedback methods, i.e. cards, weren’t appealing to our younger audiences and many of our families too. They said they didn’t feel confident that anyone would read or respond to their comments but would be encouraged to feedback if they knew they would get a response. Staff said they wanted to be able to respond to feedback much quicker to ensure their patients were getting their care right the first time and every time.
So, the communications team worked with the patient experience lead, staff, patients and families and a digital agency to create an innovative new digital feedback service, via a smartphone application, which provides an immediate response mechanism so that we can further improve patient experience and the quality and safety of our care. Accessible from any location, at any time, the service allows a message to be sent directly to any part of the hospital, which the manager can respond to straight away and make improvements in real-time. It is a two-way application which closes the feedback loop as staff are able to respond to the sender to inform them of what action has been taken. Our staff, patients and families were involved at every stage to ensure we created a user-centred tool, not a gimmick, which would empower children and families to help make improvements for others.
And because we now live in an age when social networks mean people can share news in real time, we can no longer accept a culture where hospitals can hide behind paperwork systems that few can scrutinise. To make sure we use the technology to be more transparent about our services, we publish all the messages live on our website for others to benefits from too. So far the app has received almost 2,000 messages and has a 100% positive feedback from patients and families: “This app is great, well done for being so open and honest with your feedback.” “It was really easy to download the app and give our feedback and I got a message back from the ward manager within an hour, which was great. It’s good to know that someone’s taking what you say seriously and is there to act on your feedback straight away.”
One of our objectives was to create a communications tool that could be replicated or adapted by other NHS organisations at low cost so we can share our hard work with others and they can benefit too. The app can be replicated across any health organisation and the hospital has so far had enquiries from 40 trusts for more information. If you would like to find out more please contact Gaby Insley at Birmingham Children’s Hospital – [email protected]