Derby Hospitals NHS Foundation Trust
The Adolescent Diabetes Service team looked at alternative ways to gather patient experience.
We decided to invite patients to take part in their own Big Brother Diary Room as many of the young people we treat are more comfortable with communicating via visual media rather than through surveys and the written word.
The aim of the initiative was to record, in as patient friendly way as possible and using age appropriate media, feedback from adolescent patients with diabetes. This feedback would be used to drive patient-centred service development. We wanted to evaluate the efficiency and organisation of the outpatient clinic, as the environment is an important element of patient experience.
Under the guise of ‘Big Brother’, we set up an interview chair to record patient stories by asking questions and then allowing patients to elaborate on any areas of the service that they felt worked well or might be improved upon.
The majority of patients were happy to take part in the filming and to be interviewed on camera. For some patients, being filmed was too nerve-wracking and so we suggested interviewing them with the camera focussed on their feet or their hands. This allowed us to record their valuable comments but alleviated their anxiety in being ‘on film’.
Staff also enjoyed participating in the exercise and interacting informally with patients. Viewing the video footage has been exciting and rewarding with the patient experience becoming more ‘real’ and personal. Questionnaires were less likely to have provided the same quality of feedback.
As a result of the initiative, patients perceive that we listen and value their opinions, and we have used the feedback to develop the Young People’s Diabetes Service. We now aim to promote a ‘listening culture’ across other services within our directorate.
Contact: Pamela Rumbell, Service Improvement Lead on 01332 340131 Ext. 85869 or pamela.rumbell@derbyhospitals.nhs.uk
