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Implementing online patient feedback in a 'special measures' acute hospital: A case study using Normalisation Process
Rebecca Baines1, Frazer Underwood2,3,4, Kim O'Keeffe2,3
1Centre for Health Technology, University of Plymouth, Plymouth, UK.
Digital Health
|April 19, 2021
Summary
Implementing online patient feedback in a struggling hospital can drive improvement. Engaging, supporting, and promoting feedback are key to overcoming challenges and boosting staff morale.
Area of Science:
- Healthcare Management
- Patient Experience
- Digital Health
Background:
- Online patient feedback is growing globally, yet its implementation in healthcare organizations remains under-researched.
- This study examines how an acute hospital under regulatory scrutiny utilized online patient feedback for improvement.
Observation:
- Semi-structured interviews with 11 stakeholders explored the implementation process.
- Deductive thematic analysis, guided by Normalisation Process Theory, was employed.
- Findings informed the development of the Engage, Support, and Promote (ESP) model for rapid feedback adoption.
Findings:
- Staff perceived online feedback as a catalyst for learning and organizational change.
- Facilitating factors included engagement, support, and promotion of feedback mechanisms.
- Barriers such as staff anxiety regarding time and response duties were mitigated by training.
Implications:
- Rapid adoption of online patient feedback is feasible even in 'special measures' settings.
- Successful integration requires robust staff engagement, support, and consistent promotion of feedback channels.
- The ESP model offers a framework for healthcare organizations to effectively implement and leverage online patient feedback.
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