Re: Friends and family test should no longer be mandatory
This article is timely and resonates with much of our experience about how you capture data and measure for improvement. We work with teams to identify a small number of improvement measures which are directly relevant to the testing of ideas which are predicted to make improvement. Experience is often an after thought so although there is growing 'big data' from surveys it is can often feel remote from those trying to make improvements close to the patient where even trying to embed or access routinely collected data is a Kafkaesque battle with IT systems, policies and governance.
We encourage teams to ask for feedback only if there is a commitment to act on it. A team we work with recently tested an experience survey, something they had never done as they had few complaints and very positive feedback but in testing the survey, access to the site for wheelchair users was found to be a real issue and support for carers who are looking after people at the end of life could be improved. As a result, the team have already made changes to improve access and are looking at what needs could be better met with carers.
Tempting to say simple, no big deal, but the point is unless you ask you are just guessing and what you ask and why helps to get to what matters most - not just handing out surveys to make us feel like we are doing something. We might feel better for it but do patients and carers share that view?
Competing interests: No competing interests