PENNA 5 Feb 2014

Open, Responsive and Online

What we set out to do:•To be the most open and responsive organisation in the NHS

•To develop our own publicly accessible patient experience website

•All survey comments and Patient Opinion postings to be visible to staff and the public

•Services to demonstrate the changes they have made from feedback on the website

How we developed it:

•Two design workshops with Numiko; service users, carers, frontline staff and managers

•Five months to develop with people

•Demonstrated site to 130 people in March and 478 people at Trust AGM/AMM in July

The Five Sections:1. Home page 2. Leave Feedback

Reporting- why we did it•To cope with the volume and complexity of the data requests we handled

•To provide a platform that:• delivers information in a user’s desired

quantity and format• is intrinsically open to all• allows users to interact with data• is flexible and controlled by us (e.g. add

FFT reporting)

Reporting- what we did• Building on previous work, data reporting was fully

automated and deployed online with interactive enhancements

• Patient Opinion data is pulled in using simple tools (R and XML)

• True interaction with data built using a brand new and free platform (R with Shiny, by Rstudio). The interactive reports technology (Shiny) was brand new and we were among the first organisations in the world to deploy it live

Reporting- the future• We will continue to use interactive

web technologies to deliver better and clearer data, faster, in partnership with our staff, service users, carers and the public

The Five Sections:3. View Reports

The Five Sections:3. View Reports

The Five Sections:4. What We’ve Done 5. Learn More

The impact:•Feedback increased:

Survey responses increased by 63% to 18 625, and Patient Opinion postings increase by 93% to 512.

•Better staff engagement with feedback: Over 500 staff now receive Patient Opinion alerts and 1 235 NHS staff have visited the site since its launch

•More evidence of service changes:Patient Opinion – 91 changes recordedThe website has 35 recorded changes from feedback

For further information:http://feedback.nottinghamshirehealthcare.nhs.uk

or contact the Involvement Team on 0115 995 4567