Implementing online patient feedback in a 'special measures' acute hospital: A case study using Normalisation Process Theory.
Implementing online patient feedback in a 'special measures' acute hospital: A case study using Normalisation Process Theory.
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DOI：
10.1177/20552076211005962
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发表时间：
2021-01
期刊：
影响因子：
3.9
通讯作者：
Jones RB
中科院分区：
文献类型：
--
作者：
Baines R;Underwood F;O'Keeffe K;Saunders J;Jones RB
在线患者反馈在国际范围内越来越普遍。然而，有限的研究探讨了医疗机构如何实施这种反馈。本研究旨在探讨一家最近被监管机构纳入“特别措施”的急性医院如何实施在线反馈，以支持其改进之旅。半结构化访谈进行了11个关键利益相关者参与实施和/或使用在线患者反馈。数据分析采用演绎主题分析与规范化过程理论作为分析框架。研究结果被转化为参与，支持和促进（ESP）模型，快速反馈采用的模型。与会者认为，实施在线反馈是一个学习、改变和改进的机会。促进执行的因素往往与参与、支持和促进有关。虽然较少提及，但执行方面的障碍包括工作人员对时间压力、调整过程和应对责任的焦虑。这种焦虑通常通过提供基于证据的应急培训等活动来解决。总体而言，员工对在线反馈的价值非常积极，在个人和组织层面确定了24种影响，包括提高员工士气，韧性和自豪感的能力。在线患者反馈的快速实施可以在“特殊措施”组织中实现。然而，不应低估落实这种反馈的困难。为了嵌入在线反馈，工作人员需要参与并感受到支持，并有机会提供、回应和邀请患者反馈，经常向患者和工作人员宣传。
Online patient feedback is becoming increasingly prevalent on an international scale. However, limited research has explored how healthcare organisations implement such feedback. This research sought to explore how an acute hospital, recently placed into ‘special measures’ by a regulatory body implemented online feedback to support its improvement journey. Semi-structured interviews were conducted with eleven key stakeholders involved in the implementation and/or use of online patient feedback. Data was analysed using deductive thematic analysis with Normalisation Process Theory used as the analytical framework. Research findings are translated into the Engage, Support and Promote (ESP) model, a model of rapid feedback adoption. Participants viewed the implementation of online feedback as an opportunity to learn, change and improve. Factors found to facilitate implementation were often linked to engagement, support and promotion. Although less frequently described, barriers to implementation included staff anxieties about time pressures, moderation processes and responding responsibilities. Such anxieties were often addressed by activities including the provision of evidence based responder training. Overall, staff were overwhelmingly positive about the value of online feedback with 24 impacts identified at an individual and organisational level, including the ability to boost staff morale, resilience and pride. The rapid implementation of online patient feedback can be achieved in a ‘special measures’ organisation. However, the difficulties of implementing such feedback should not be underestimated. In order to embed online feedback, staff members need to be engaged and feel supported, with opportunities to provide, respond and invite patient feedback frequently promoted to both patients and staff members.
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影响因子：
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作者：
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DOI：
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