Getting the seal of approval: Maximising patient feedback

BackgroundOnline triage software is a new way to triage patients online that allows patients to describe their problem via an online form. A GP then contacts the patient to arrange either a face-to-face or telephone consultation.AimThis study aimed to explore use of online consultation software and gain insight into patients’ experiences of using online consultations, identifying potential barriers and facilitators to use.MethodThis is a mixed methods retrospective study analysing data about patient users and their associated feedback. Data from a sample of 5591 patients were quantitatively analysed to describe characteristics of users. 576 out of the 5591 users left free-text feedback comments on their experience of use. These were thematically analysed.ResultsThe highest levels of use were observed in 25–35-year olds and lowest from those aged >65. Key themes identified included convenience, consultation quality, appropriateness, resource-use and functionality. Within each, a range of subthemes were present representing both positive and negative perceptions, suggesting that experiences of using online triage varied and were often context-dependentConclusionThere are various advantages to online triage software, but these are context-dependent. Therefore, such applications should be offered as an additional way to contact the GP surgery, rather than a replacement for more established methods, to ensure appropriate and equal access for patients.

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Strategies Australian Hospitals Utilize to Incorporate Patient Feedback in the Delivery and Measurement of Person-Centered Care: A Scoping Review

Clinical Nursing Research ◽

10.1177/10547738211033098 ◽

2021 ◽

pp. 105477382110330

Author(s):

Joy Davis ◽

Sue Sinni ◽

Stephen Maloney ◽

Lorraine Walker

Keyword(s):

Scoping Review ◽

Clinical Expertise ◽

Educational Strategies ◽

Hospital Governance ◽

Societal Values ◽

Patient Feedback ◽

Person Centered Care ◽

Acute Hospitals ◽

Centered Care ◽

Strategy Design

Patients are central to healthcare clinicians and organizations but often subsidiary to clinical expertise, knowledge, workplace processes, and culture. Shifting societal values, technology, and regulations have remoulded the patient-clinician relationship, augmenting the patient’s voice within the healthcare construct. Scaffolding this restructure is the global imperative to deliver person-centered care (PCC). The aim of the scoping review was to explore and map the intersection between patient feedback and strategies to improve the provision of PCC within acute hospitals in Australia. Database searches yielded 493 articles, with 16 studies meeting inclusion criteria. Integration of patient feedback varied from strategy design, through to multi-staged input throughout the initiative and beyond. Initiatives actioning patient feedback fell broadly into four categories: clinical practice, educational strategies, governance, and measurement. How clinicians can invite feedback and support patients to engage equally remains unclear, requiring further exploration of strategies to propel clinician-patient partnerships, scaffolded by hospital governance structures.

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Applying natural language processing and machine learning techniques to patient experience feedback: a systematic review

BMJ Health & Care Informatics ◽

10.1136/bmjhci-2020-100262 ◽

2021 ◽

Vol 28 (1) ◽

pp. e100262

Author(s):

Mustafa Khanbhai ◽

Patrick Anyadi ◽

Joshua Symons ◽

Kelsey Flott ◽

Ara Darzi ◽

...

Keyword(s):

Machine Learning ◽

Systematic Review ◽

Social Media ◽

Natural Language Processing ◽

Natural Language ◽

Patient Experience ◽

Language Processing ◽

Performance Metrics ◽

Free Text ◽

Patient Feedback

ObjectivesUnstructured free-text patient feedback contains rich information, and analysing these data manually would require a lot of personnel resources which are not available in most healthcare organisations.To undertake a systematic review of the literature on the use of natural language processing (NLP) and machine learning (ML) to process and analyse free-text patient experience data.MethodsDatabases were systematically searched to identify articles published between January 2000 and December 2019 examining NLP to analyse free-text patient feedback. Due to the heterogeneous nature of the studies, a narrative synthesis was deemed most appropriate. Data related to the study purpose, corpus, methodology, performance metrics and indicators of quality were recorded.ResultsNineteen articles were included. The majority (80%) of studies applied language analysis techniques on patient feedback from social media sites (unsolicited) followed by structured surveys (solicited). Supervised learning was frequently used (n=9), followed by unsupervised (n=6) and semisupervised (n=3). Comments extracted from social media were analysed using an unsupervised approach, and free-text comments held within structured surveys were analysed using a supervised approach. Reported performance metrics included the precision, recall and F-measure, with support vector machine and Naïve Bayes being the best performing ML classifiers.ConclusionNLP and ML have emerged as an important tool for processing unstructured free text. Both supervised and unsupervised approaches have their role depending on the data source. With the advancement of data analysis tools, these techniques may be useful to healthcare organisations to generate insight from the volumes of unstructured free-text data.

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266 Improving patient feedback in the children’s emergency department – part 1: improving the quality and quantity of feedback given

10.1136/bmjpo-2021-rcpch.148 ◽

2021 ◽

Author(s):

Tarn Stroud ◽

Ashvin Seetul ◽

Patrick Robinson ◽

Sally Melson ◽

...

Keyword(s):

Emergency Department ◽

Patient Feedback

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seal of approval program for radio and television

Bulletin of the American Meteorological Society ◽

10.1175/1520-0477-77.8.1821 ◽

1996 ◽

Vol 77 (8) ◽

pp. 1821-1834

Keyword(s):

Seal Of Approval

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Transforming Patient Feedback into Strategic Action Plans

Quality Management in Health Care ◽

10.1097/00019514-199722000-00004 ◽

1997 ◽

Vol 5 (3) ◽

pp. 28-40

Author(s):

April S. Levine ◽

Stephen K. Plume ◽

Eugene C. Nelson

Keyword(s):

Action Plans ◽

Strategic Action ◽

Patient Feedback

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Reprint of: Seeking patient feedback to inform changes in thyroid cancer services: A Butterfly Thyroid Cancer Trust initiative

European Journal of Surgical Oncology ◽

10.1016/j.ejso.2014.11.020 ◽

2014 ◽

Vol 40 (12) ◽

pp. 1801

Author(s):

Kate Farnell ◽

Abigail Walker ◽

Laura Moss ◽

Zaid Awad

Keyword(s):

Thyroid Cancer ◽

Patient Feedback ◽

Cancer Services

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Cervicomastoidfacial versus modified facelift incision for parotid surgery: a patient feedback comparison

Annals of The Royal College of Surgeons of England ◽

10.1308/003588410x12518836440009 ◽

2010 ◽

Vol 92 (1) ◽

pp. 40-43 ◽

Cited By ~ 19

Author(s):

Joseph Wasson ◽

Haider Karim ◽

Justin Yeo ◽

Jaan Panesar

Keyword(s):

Parotid Gland ◽

Late Complications ◽

Outcome Evaluation ◽

Study Cohort ◽

Patient Feedback ◽

Alternative Approach ◽

Feedback Questionnaire ◽

Parotid Surgery ◽

Benign Tumours ◽

Modified Facelift Incision

INTRODUCTION Traditionally, the cervicomastoidfacial (CMF) incision is used to excise benign tumours of the parotid gland. The rhytidectomy or modified facelift (MF) incision allows an alternative approach which leaves no visible neck scar. The objective of this study was to establish the frequency of each surgical approach used and identify any difference in complication and patient satisfaction between the two incisions for benign conditions of the parotid gland. PATIENTS AND METHODS A retrospective analysis of 101 case notes for patients who underwent parotidectomy by both ENT and maxillofacial departments between January 2006 and February 2008 was undertaken. All histologically confirmed cases of malignancy were excluded. For each incision, immediate postoperative complications were obtained from the notes. A postal patient outcome evaluation questionnaire sought information regarding persistent and late complications as well as a visual analogue scar satisfaction score for both incisions. RESULTS Overall, 79 parotidectomies were included (59 CMF incisions, 20 MF incisions). Of CMF incisions, 34% suffered facial weakness immediately postoperatively versus 20% of MF incisions. Of CMF incisions, 4% suffered postoperative haematomas versus none following MF incisions. In the study cohort, 47 (60%) responded to the postal feedback questionnaire (33 CMF versus 14 MF respondents). Information regarding immediate and late postoperative ipsilateral facial paraesthe-sia and gustatory sweating was obtained. Mean visual analogue scar satisfaction scores were 9.4 for CMF incisions and 8.9 for MF incisions. CONCLUSIONS Immediate and late complications for CMF and MF approaches for benign disease parotidectomy were comparable, but scar satisfaction following MF incision was not greater than CMF incisions.

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