Using real-time, anonymous staff feedback to improve staff experience and engagement

Area of Science:

• Healthcare Management
• Organizational Psychology
• Health Informatics

Background:

• Staff engagement is a key priority for NHS leaders, with varying success rates across organizations.
• University Hospital Bristol NHS Foundation Trust (UH Bristol) faced challenges with staff satisfaction and communication, as indicated by their 2014 staff survey.
• A need existed for a real-time feedback mechanism to capture staff experiences and facilitate leader communication.

Purpose of the Study:

• To develop and pilot a real-time feedback application to improve staff engagement at UH Bristol.
• To assess the usability and impact of the Staff Participation Engagement and Communication application (SPEaC-app) on staff satisfaction and communication.
• To identify factors influencing the successful implementation and adoption of the SPEaC-app.

Main Methods:

• The Model for Improvement was used to develop and implement the SPEaC-app.
• The application was piloted in two areas in January 2015 and rolled out to 23 areas by November 2016.
• Data were collected through staff surveys (trust-wide and local) and analysis of app entries (March 2015 - November 2016).

Main Results:

• The 2015 staff survey showed significant improvements in staff motivation, involvement, and perceived managerial support.
• Local surveys indicated satisfaction with the SPEaC-app, with most finding feedback valuable, though fewer observed direct changes.
• Between March 2015 and November 2016, 9259 entries were recorded, with 'team working' as the most frequent theme; 45.7% positive and nearly 40% negative entries.
• Key usability factors included access, location, reliability, and perceived privacy.

Conclusions:

• The SPEaC-app is valued by staff, particularly in environments with regular, rapid, and comprehensive feedback from local leaders that leads to tangible change.
• Strong, consistent local management is crucial for embedding the SPEaC-app in new areas.
• The SPEaC-app has potential to enhance local engagement, stimulate service improvements, and support change processes, with longer-term data needed on staff turnover, recruitment, and retention.