As part of CheckUP’s Culturally Safe Patient-Reported Outcomes (CSPRO) project, Outreach providers who delivered services under the Ear and Eye Surgical Support program (EESS), received a summary of patient feedback on services they delivered.  As part of this project, CheckUP then asked these providers what they thought of the patient feedback they received and what impact this feedback had had on the services they delivered.

A summary of the survey responses is provided below.

Culturally Safe Patient-Reported Outcomes (CSPRO) project

A link to an online feedback survey was emailed to outreach providers over a two-week period in late June 2023, to better understand service provider acceptance of a dedicated Eye and Ear Surgery Support (EESS) patient feedback project and the level of value it held in contributing to their continuous improvement practices.

Eighteen responses were received from a range of sectors, roles and cultural backgrounds:

• 3 Aboriginal and Torres Strait Islander Health Workers/ Practitioners
• 3 surgeons/ specialists
• 3 Hospital Surgical and Specialist Unit nurse consultants
• 2 Primary Health Care Centres
• 2 private clinic practice managers
• 2 Directors of Nursing
• 2 CheckUP and EESS program managers
• 1 Hospital and Health Service Executive

Of the 18 respondents:

• 94% found the quantitative feedback from their patients useful
• 95% found qualitative feedback from their patients useful
• 94% found the recommendations arising from their patients’ improvement suggestions useful
• 67% made changes to the way they delivered patient services as a result of their patient feedback

Feedback received

“Was very important to hear their words.  Very gratifying that their experience was positive at our clinic after all the work to organise their attendance.  Now that can be used to increase the confidence of others from their communities”

“Always good to hear from the patients in their own words”

“It was really good to see the comments, patients and escorts will often give different answers/comments to total strangers, than what they would give to someone who works for the organisation who is delivering the health care”

“Great feedback so we can improve”

“The report was easy to understand and had valuable feedback from the patients – seeing the comments directly from the patients made the report more meaningful”

 

Expressions of interest – Patient Feedback Strategy

CheckUP is aiming to enhance its method for collecting feedback from patients who use CheckUP Outreach Services. We also want to find better ways to share this feedback with providers in a meaningful manner while protecting patient confidentiality. To achieve this, CheckUP is seeking Outreach Provider input to create a strategy that is fit for purpose. If you’re interested in providing feedback on the current and future process, please contact Tennille Hutchinson at thutchinson@checkup.org.au

 

Your involvement will be greatly appreciated.