Whilst using patient feedback to drive change was a well embedded culture at Royal Manchester Children’s Hospital, staff were acutely aware that most of the feedback came from parents rather than the children themselves.
The established Improving Quality Programme was driving change throughout the hospital, however staff couldn’t shake the sense that this important set of voices was going unheard with the current survey system In fact, only 2 children under the age of 6 completed the survey themselves between 2013 and 2015.
Opportunity to share experiences of care
ViewPoint worked closely with the team at RMCH to review what matters most when surveying 3 – 6 year olds. The survey was brief was to keep questions and answers simple and relevant focus on aspects of care that matter most to this age group,include elements of play without adding in bias to the survey , and have logical sequencing, a story with a beginning, middle and end.
The story begins
Believed to be the first of its kind, the electronic survey uses a storybook concept, aimed at early learners, which follows the story of Humphrey Bear who has recently been admitted to hospital.
Using play to motivate users to complete the survey, it incorporates fun, bright images and children are rewarded with simple fun activities and tasks to do throughout the story.
More voices heard
Instantly, the team saw a leap in responses from the target group with 34 completed surveys in just 3 days. The team studied the data to assess the validity of the answers given, and found that the correlation between answers was consistent, suggesting that true feedback was being given.