Jayex’s QI touch screen solution enables the trust to instantly review patient feedback to assist in the delivery of high-quality patient centred care

Jayex, the healthcare display technology specialist, today announces that United Lincolnshire NHS Trust (ULHT) has selected Jayex QI Interactive survey and patient information management kiosk to provide real-time feedback from its patients. United Lincolnshire NHS Trust aims to utilise patient feedback to improve service delivery, review patient wait-times and plan for service redesign where necessary. The survey and patient information management touch screen solution allows patients to immediately feedback on their visit at the Trust whilst awaiting discharge.

United Lincolnshire Hospitals NHS Trust invests each year in improving clinical services by replacing and upgrading medical equipment, modernising its estate and facilities and improving the information and technology infrastructure. In an average year, ULHT treats more than 180,000 accident and emergency patients, nearly half a million outpatients and almost 100,000 inpatients. As part of ULHT’s bid to modernise its facilities and enhance service wholly centred on the visiting patients, UHLT realised the best way to deliver this objective was through direct patient feedback.

Dr. Michael Oko, head of department for ENT surgery, general surgery and sleep service at United Lincolnshire Hospitals NHS Trust, comments on the importance of receiving patient feedback, “With the NHS undergoing significant reform, healthcare organisations are required to deliver efficiency savings whilst simultaneously improving the services delivered by clinicians to the patient. In addition, the introduction of medical revalidation demands that healthcare organisations, clinicians and GPs holding registration with a licence to practise will have to demonstrate to the General Medical Council (GMC) that they are fit to practise and complying with the relevant professional standards. An essential part of the revalidation process is measuring patient feedback and healthcare organisations must deploy the tools that will enable them to gather feedback and measure performance in advance of revalidation.”

Dr. Oko, explains, “Without the evidence to illustrate the level of service currently being provided to patients, healthcare organisations and GPs will have an impossible task of reviewing performance and improving areas of service – if and where necessary. Jayex’s QI Interactive solution offers healthcare organisations instant access to patient views and will greatly support healthcare professionals in the run-up to revalidation.”

“There are a number of ways in which patient feedback can be consumed, however, many of these methods demand time and resource, such as written questionnaires requiring manual entry of answers into a system and data analysis. Alternatively a web-based survey relies on the patient to log-on at home which would naturally reduce the number of respondents. The Jayex QI Interactive survey and information management kiosk alleviates these issues and provides the patient with a simple and quick way to give their feedback and delivers clear statistical information to managers and clinicians on their performance, the service the patients received and the surrounding environment.” said Dr. Oko.

The recent whitepaper – Liberating the NHS – outlined plans to revolutionise the NHS through the use of information to ensure patients receive high-quality patient care. With that in mind, healthcare organisations must consider ways of gathering feedback from patients to measure current performance, identify areas which require improvement and highlight examples where a department or clinician has excelled in order to promote best-practice across the local health economy.

Dr. Oko, adds, “At the heart of the NHS is patient satisfaction. The Jayex QI Interactive allows us to obtain the information that can enable ULHT to transform services to specifically meet the needs of the patient. By continually monitoring patient feedback all year round in real-time, we can avoid only hearing the complaints, analyse performance on an ongoing basis and share best practice across the Trust where clinicians and consultants regularly receive positive feedback.

“Healthcare is a service industry, but it doesn’t seem to behave like one. If you’ve got no evidence that you are delivering a good service to your patients, then it is impossible to review and improve upon. The patient survey and information management kiosk provides the Trust with instant access to patient views and offers a great platform to enhance our service for patients in the region.”

Full release published in E-Heath Insider

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