Service User and Carer Engagement

Contents

• Our key Service user and carer engagement Processes, and Feedback Dashboards schemes will focus on
• Transformation Plan headlines
• Measures for success

Meaningful feedback makes sure our staff and services take nothing for granted. What service users want or need, how they feel about certain processes and contact approaches can be captured through feedback.

Through use of digital we need to find consistent methods of checking preferences, digital ability and willingness to try new approaches.

Our engagement approaches and feedback processes will ensure co-design and collaboration are embedded throughout our digital transformation.

Through our digital engagement approaches it became clear that we need to be making more use of our service user and carer engagement and feedback survey platforms.

We need to find the means of improving the uptake of our service user survey systems so that we can keep receiving and acting upon vital service feedback.

The NHS England “you said, we did” approach works extremely well in building and maintaining meaningful engagement with those that seek care from our services.

“We need to keep in close contact with users of the technology to ensure it will be useable in the real world when rolled out.”
Jenny Harris, Community Support Worker, Community Learning Disability Team Shropshire

It is really important we do our best to make it as simple and easy as possible for those service users within our services to be able to leave their feedback so that it can be reviewed and acted on with ease. However, 49% of our service lead respondents to the digital survey advised that they were not consistently capturing service user feedback through digital methods immediately following service delivery.

Being mindful of digital inclusion and equalities, we know that digital solutions are not the only approach to collecting service user feedback. However, we are also aware that our digital surveys can be improved and simplified to enhance the user experience and make it more likely feedback is received for our services.

“We need to change the mindset of professionals not trusting the patients to manage their own care. Even with basic things like taking blood pressure readings. There is no reason why rehab assistants, with technology can’t make this happen. That change in mindset needs to happen.”
Sarah Ormond, Team Lead – Stroke Rehab, Podiatry, dietetics, East Staffs Community Services

We will collaborate with our service user engagement and Patient Advice and Liaison Service (PALS) department and service leads to review existing survey approaches in use across the organisation. We will explore how new digital approaches can simplify access to our feedback sites through use of QR codes, better signposting on our websites and dedicated kiosk and tablet feedback platforms in our MPFT premises.

We will also ensure surveys are easy to complete through mobile friendly displays and easy read survey formats for certain service user groups.

Simple techniques such as Net Promoter Score style surveys will be adopted where appropriate. This will make it as efficient as possible for our service users to let us know how they feel, how our service was and to understand which areas of the service could be changed or improved if necessary.

Capturing feedback as near as possible to the point of service delivery is key, whilst the service user experience is uppermost in mind.

“Generally uptake of service users completing feedback forms is low within the pathway”
Lesley Scott, CPN/Acting Quality Lead, Psychosis East (Burton, Lichfield, Tamworth)

Survey feedback results also need to be included in our Business Intelligence (BI) data reporting dashboards, making it easier for all appropriate staff across MPFT to determine the service areas that need review and identify the themes that arise from the survey response data collected.

Any new digital solutions we introduce for service users should be designed to make it simple for feedback to be provided and for the results to be captured and reviewed with ease within these platforms. For example, adding a service user feedback survey to the end of our digital video consultation sessions.

Through the introduction of service user training courses, we will also begin to capture feedback from our service users on the usefulness of the training. We will identify which areas they would like our training team to cover in future training sessions.

For any digital service approach, we will work to ensure that a question is asked not just on the service received but also on the accessibility, ease of use, suitability and performance of any digital technologies adopted through care.

MPFT Digital will utilise this feedback to work with suppliers and prioritise any local development needs to ensure we continually improve our systems based on service user need.

We aim for our digital strategy and our ongoing digital transformation plans to be informed by our service user priorities through ongoing feedback.

What we should be prioritising and spending our efforts on can only truly be accurate and relevant if we are capturing what our service users need, and make sure that we met those needs.

Through ongoing digital updates at the service user and carer engagement committee, MPFT Digital will ensure we continue to collaborate with our service users and co-design our priority developments wherever possible.

Measures for success