Page 61 - Experience Based Co-design - a toolkit for Australia

EXPERIENCE-BASED SURVEYS
WHAT
Experience-based surveys are simple surveys to find out how patients experience a specific part of the hospital healthcare journey and allow patients to come up with specific suggestions for improving their experiences.
WHY
It is a simple, easy-to-complete survey that can quickly give you an understanding of which parts of the journey are most problematic for patients and what changes can be made to improve it.
WHEN
Experience-based surveys can be used early on in service improvement work to understand experiences, identify areas for improvement and establish baseline measures. They can also be used again after changes have been implemented as a way of quantifying the impact of these on patients’ experiences.
HOW
Choose an area to survey, it may be a clinic visit, having a dressing undertaken at home or a journey through a particular service for example.
Break down the patient journey into about five or six typical steps or stages that a patient will go through. Make sure you use non-technical language that is easy for patients to understand.
For example, a typical visit to a clinic may involve the following steps: Arriving/checking in - Waiting - Clinic appointment - Information - Leaving
2. Agree on the details of undertaking the survey, including:
How long a clinic will be surveyed for? (a week, a fortnight, a month). See other considerations.
Who will give out the survey forms? (staff at reception, nurses).
Who will collect the completed forms?
Who will be responsible for compiling the results?
Whether a summary of the results will be sent to patients (and who will do this). Who is responsible for implementing the recommendations?
3. Develop the survey using the experience-based survey template or your own design
4. Prepare for the survey
Brief all staff involved about the survey.
Get surveys printed and addressed pre-paid envelopes to return them. Ideally, the surveys will be collected before the patient leaves.
1. Choose a clinic or service to survey
Adapted with permission from healthcodesign.org.nz