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Digital integration and real time analysis of patient feedback

To evolve current patient feedback, launching from current on going Q.I project to digitize, customize and integrate analysis to view patient feedback in real time for SDEC services.

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  • Idea
  • 2022

Meet the team


  • Dr Tom Chambers - Clinical Research Interface SDEC WGH
  • Dr Sarah Bartlett - ST GIM - Trainee lead for patient feedback QI project
  • Dr Katheryn Rallston - ST GIM - Trainee lead for initial patient feedback Q.I project
  • Dr Jill Geraghty - Junior doctor supporting Q.I project
  • Emma Savory - project administrator patient experience SDEC

What is the challenge your project is going to address and how does it connect to the theme?

Same Day Emergency Care (SDEC) has quality targets to collect feedback from a minimum of 5% patients utilizing the service as defined by the Royal College of Physicians (RCP) SDEC standards.

This project will aim to achieve the following:

1. Digitisation, standardisation and real time analysis of patient feedback.

2. It will develop the skill set, knowledge, value  and understanding of all professionals within the SDEC department regarding the experience of the patients we serve

3. Real time analysis of patient experience will enable an improvement in the ability to deploy QI methodology within the department and assess patient experience in relation to changes developed

4. Patient experience will underpin key tenants of SDEC service development going forwards ensuring that the patient voice can be front and centre in future service change

5. Development of the multidisciplinary team surrounding patient care – to include analysts, EPR IT team, clinical and administrative team members.

What does your project aim to achieve?

1. Digital data capture of patient feedback- using tablets with touch screen.

2. Display of data – TV purchase for each waiting area with set communication tool of patient experience within waiting areas to inform and develop trust and disseminate the experiences and the role that this data has in the unit.

3. Integration of the patient experience data into the logistics and clinical dashboard to take its place in informing unit development.

4. Team skill development to support patients to complete patient feedback and value the completion of this in terms of their roles and the unit performance.

5. Development of the data MDT, this data set created will be powerful in terms of the impact it can have in how we develop truly patient centered care. The MDT of analysts, IT professionals, patients and clinicians which will be developed by this program of work will enable creative and novel practice development.

How will the project be delivered?

1. Clinical Lead fro project – QI methodology and 12 months of current patient experience project work to ensure that the ground is ready for this next phase

2. Small investment for the Tablets and TVs required – but easy to purchase and implement.

3. Development of governance structures in place – after this phase of the project is complete we will aim to progress to patient specific feedback rather than the anonymous set up planned – this project will naturally be a launch pad for the next and key development.

4. Project administrator from within the QI team here in WGH NHS Lothian to support project map and time scales and delivery. All project mapping and requirements documents to be open source and shared with Q community, AEC network and SDEC data lead NHS England for wide spread dissemination.

5. Integrated analyst and IT  time to support build and data link from tablet form to Tableau dashboard currently used.

How is your project going to share learning?

1. All project administration will be open source. We will share this via the Ambulatory Care Network, the SDEC NHS England lead and the Q community.

2. We will aim to publish the project within the Society of Acute Medicine meetings building on work already presented as posters in the society.

3. The international forum of quality and safety in healthcare is the other arena for publication

4. We will aim to raise awareness on Twitter and have a project Twitter page and twitter handle to share the learning and resources we develop,

5. On a local basis this project will aim to spin further projects of work within other areas, as the project manager will be based within the Q.I team – learning and resources can be deployed to the other areas of the front door care unit – our aim would be to develop a similar project from our Acute Care Area as a start.

How you can contribute

  • 1. Sense checking methodology
  • 2. Pointing to tools, resources and evidence base where possible
  • 3. Disseminating learning and resources developed.
  • 4. Sharing knowledge and experience when we meet road blocks and project bumps

Plan timeline

30 Apr 2023 1 year program to integrate real time patient experience


  1. Rachel - hi. I think there is considerable overlap with the project that I am leading in mental health (see 'who is afraid of mental health triage?' I want to incorporate patient feedback into front of house mental health decisions - where you use a tablet I anticipate using the patients own devices (mobile / email). Keep safe

    1. Robert - this is a really good point - I think that a QR code link to digital feedback entry is likely a very good option. We do have a high level of frail and elderly patients coming through the department and with that comes some barriers to technological access to digital content - by having both options running side by side I think we will get a far more valuable data set!

      thanks so much - this will really help evolve the idea!

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