Tell Us What You Think ClientFamily Survey: Using Technology to Measure and Communicate ClientFamily

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Tell Us What You ThinkClient/Family Survey
Using Technology to Measure and Communicate
Client/Family Feedback Results

• Judy Maheu
• Hakim Lakhani

September 26, 2006
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Bloorview Kids Rehab

• A specialized hospital and academic health
  sciences centre for children born with severe
  physical and developmental disabilities and
  children who acquire disabilities through
  accidents or illnesses
• 900 staff, more than 1000 volunteers
• Treat about 7000 children outpatients and we have
  over 600 inpatient admissions each year.

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Presentation Objectives

• Describe the improvement process used to enhance
  the way Bloorview Kids Rehab obtains feedback
  from families
• Provide a demonstration of the business
  intelligence application used to communicate
  questionnaire findings and results

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Historical Perspective

• Telephone survey
• Not standardized
• Small sample size
• No trending/benchmarking
• Inconsistent follow-up
• Limitation of reporting

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Goals of Project

• Increased sample size
• Reliable survey tool
• Comparability benchmarking
• Close the feedback loop
• Effective reporting

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Our Process

• Multidisciplinary team
• Expected outcomes
• Literature review
• Environmental scan
• Hospital Report Card
• NRC Piker Group
• OACRS centres, CanChild
• User feedback
• Improved process survey tool

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Tell us what you think..

• Measure of Processes of Care (MPOC)
• Standardized 20 question survey
• Family centred care focus
• Five domains/scales
• Enabling partnership
• Providing general information
• Providing specific information
• Coordinated and comprehensive care
• Respectful and supportive care

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Tell us what you think..

• About Your Needs
• Eight questions
• General Information questions
• Overall how would you rate
• Would you recommend...

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Mail out Survey Groups

• Community
• CWAS
• CORE (Life Skills Institute)
• SSS
• IET (1/yr)

• Child Development Program
• CDC outpatients
• NM/SC/SB
• CLP/F/CF
• Rehabilitation/CCC
• Inpatients by unit
• Day Program
• Outpatients

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Results

• Complete 2005-06 fiscal year
• 690 surveys returned
• Over 100 families requesting follow up were
  contacted
• Postcard reminder
• Trending comparative data
• Return rate 18.3 (15-21)

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Implementation
Update Data Cubes Indicators
Enter Survey Results
Send out Survey Follow-Up
Create Sample
Generate List of Clients
Health Data Resources
Research
Quality Best Practices
Decision Support
Quality Best Practices
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Implementation

• Obtained client names from Health Data Resources
• Consulted with Research Dept regarding sample
  size for monthly mail out (25 of outpatients,
  all discharged in/daypatients) and expected
  return rate
• Monitored and implemented strategies to ? rate
• telephone reminder and postcard reminder
• Follow up phone calls from Family Resource
  Coordinator (to close the loop)
• Developed Access database Cognos Cube

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Technical Architecture
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Demonstration
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Next Steps

• Qualitative analysis of comments
• Identify meaningful correlations
• Introduce Giving Youth a Voice
• Balanced scorecard

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Discussion Questions

• What are other OACRS centres doing to collect
  feedback from clients/families regarding their
  clinical experiences ?
• What strategies should we consider in order to
  develop a systems approach to learning more from
  our clients and families?
• What are the opportunities for collaboration ?