The following tools and resources will assist you with gathering client feedback. You will also find more detailed information on how to run focus groups, interviews and surveys in the left-hand "Quality assurance" menu under "Tools and resources".
An evaluation of Patient Opinion was conducted by the Tavistock Institute - but it is not available online
An article on patient centred – written by patient opinion CEO and National Voices CEO (UK)
Talk to… is an app designed for patients to provide feedback to health care providers.
It is used by the Birmingham children’s hospital as a new way of gaining anonymous feedback.
You can watch a video showing how the hospital uses the Talk to... app.
The app can be downloaded but not in Australia.
I want great care - is another website / app used to find and rate health care providers (doctors, dentists etc) in the UK – a bit like Trip advisor - Founded in 2008
Friends and Family Test
The Friends and Family Test (FFT) aims to provide a simple headline metric for NHS health services.
All providers of NHS funded maternity services have also been asking women the same question at different points throughout their care:
“How likely are you to recommend our [ward/A&E department/maternity service] to friends and family if they needed similar care or treatment?”
- answers on a scale of extremely likely to extremely unlikely.
The FFT question has been asked in all NHS Inpatient and A&E departments across England from October 2013
Friends and Family Test Solution – Developed by the Picker institute designed for health services but says can be used for community services to measure the FFT
Caretotell is an ipad app for conducting surveys – using an ipad kiosk located at the site of the service. Just one example of a company that is doing kiosk style survey apps – there are others. Could be a good option for people who don’t have a smart phone.
Shop for support
shop4support enables you to shop around for information, the support products or services you need, then order and pay for them as you need them – primarily focused on disability services but has the capacity to be used across the service spectrum. Model works by customers either having a “Personal Budget” to purchase care services or by people using their own money. There is no ranking or feedback mechanism within the site to help customers discern which services have a high or low quality.
Question about how this might work outside of the disability sector where there is no mechanism for people receiving an amount of money for self-directed support. Would require some kind of system to allocate brokerage to a family or individual for use in purchasing services or support.
Scottish health council have produced a participation toolkit which lists a range of tools – not much in terms of radical options using online/mobile technologies as above
Here is a list of 8 survey tools