why use the on-line contact target and measure care ... · mayfield hall middle mayfield ashbourne...
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Why use the on-line Care & Compassion Tool
l Single service that will make significant cost savings in the
collection, collation and reporting of patient and staff feedback.
l Provides specific and objective feedback from all stake holders
both using and providing care services in a specific ward/service
area.
l Measures feedback on key care and compassion themes,
identifying areas of good, mediocre and poor performance.
l Incorporates the requirements for all feedback services for
staff and patients delivered on-line via a standard web browser
thereby requiring no special machinery or paper forms.
l Allows reporting at a ward/service, hospital, Trust and regional
level, allowing benchmarking of performance against others.
l Identifies areas for training in order to develop customer care
skills and justify changes and adaptations in service.
l Repetition of the process will enable departments to accurately
measure development/improvement over time.
l Provides real time uninhibited/sanitised information and actions
to the Care Quality Commission, Commissioners, Patients and
Patient representative groups etc.
Target and measure improvement in
Care & Compassion
Contact
WASP Software Ltd
Mayfield Hall
Middle Mayfield
Ashbourne
Derbyshire
DE6 2JU
01335.342021
www.waspsoftware.co.uk
Life Associates Ltd
47 Old Mill Road
Broughton Astley
Leicestershire
LE9 6PQ
01445.241204
07884.268239
www.lifeassociates.co.uk
Target and measure improvement in Care & Compassion
The Care & Compassion Feedback Tool has been developed to validate, identify and support the development of health and care environments, specifically in the domain of delivering care and compassion. It engages leaders, staff and other stakeholders including patients, carers and other users of healthcare services.
Along with its benefits in care, it will have significant cost savings in the collection, collation and reporting of patient and staff feedback.
The feedback tool will provide a valid and reliable indicator of performance which can be measured against stakeholder’s perceptions. As well as providing useful feedback for development of care and compassion, it will enable departments to assess their position at a given point and accurately measure their development over time. It can be used to develop customer care skills and justify changes and adaptations in service.
l Questionnaire focused on the 6 themes and statements associated with care and compassion as well as incorporating the Friends & Family Test.
l Identifies specific areas where there is both excellent and below par performance.
l Single on-line instrument that will consolidate all the Trust contractual feedback requirements and offer huge cost savings in gaining patient views.
l All staff have access to up-to-date feedback and thus will be informed and empowered to take immediate action to tackle identified areas of weak performance and build on success.
l Patients will be able to use the information to make decisions about their care and to challenge their local trusts to improve services while championing those who excel.
l Commissioners will have an up-to-date and comparable measure to use to benchmark providers and use in contract discussions.
l Tracking trends will provide validation of where targeted improvements are most effective.
One Questionnaire – Many Uses
The On-line Care & Compassion tool was developed by Life
Associates and WASP Software in partnership with Coventry
University and Coventry and Warwickshire Partnership NHS Trust.
The on-line services focuses on feedback from the perspective of
the patient/carer, ward staff, students/trainees, clinical staff and the
Ward/Service Leader against key themes and questions related to
care and compassion.
These themes are;
l Leadership.
l Safe and Caring Environment.
l Communication
l Service User/Patient Experience
l Capable Practitioner
l Attributes of Care
l Friends & Family Test - Overall
Ward Manager /Team Leader initiates
Feedback service and assesses their
environment on compassionate
practice.
Report generated after sufficient
feedback has been received and/or
a designated time lapse
Ward Manager/ Team Leader identifies
clinical team and patients and carers to
respond to Care & Compassion Feedback
questionnaire.
Patients and carers can either complete
the questionnaire via iPAD/tablet at the
bedside, workstation or receive an
email with a unique access code
Nominated staff receive an email
with instructions and unique access code
to access on-line questionnaire.
Care &Compassion
themesLeadership
Safe & Caring EnvironmentCommunication
Service User/Patient ExperienceCapable Practitioner
Attributes of Care
It identifies how well you as
a team and ward deliver care
and compassion by reporting
on the behaviors, attitudes and
skills in the deliver of care and
compassion.