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It is not easy to catch correct feedback of patient at the time of discharge. And correct feedback is essential for our system on proper track. The onus lies on quality personnel to check if the feedback is taken on correct note.
Here is a simple sample checklist marking system to scrutinize feedback form. (Checklist & Marking by VPQMS)
1) Who has given feedback ? : By Patient himself or by relative
- a) If possible ,Patient has given feedback with fully conscious condition 4 Points.
- b) If Patient relative has given feedback but Patient is aware of it. 3 Points.
- c) If relative has given feedback and patient is not aware of it. 1 Point
Please note in 'critical case' , patient's opinion is optional. If patient is critical than there is no point of his /her involvement. Also if Patient is not mentally prepared for it , his / her inclination should be respected and more than one relatives to be selected for feedback form. If patient is in unconscious because of medical emergency state , point b should be selected.
2) Has all relevant points are given points in Feedback form? The Feedback form must contain all sections of patient care. Like from admission procedure upto discharge and all points should be countable.
If time is counted for two processes means admission and discharge has no objection from patient side and it has mentioned in feedback form. Also feedback form contains all these points.
(First 4 points one mark each , point 5 has 3 marks, point 8 has 5 points , point 6 and 7 , one point and 3 marks/points each )
1. Cleanliness of linens / uniforms /dress given to patients ward wise. Daily changing of them. 2. Service offered by Nursing staff.
3.Toilet / Bathroom cleaning from time to time.
4. Easily shifting from ward to ward. (e.g. Shifting from General Ward to Special Room / Delux Ward and vice versa.
5. Involvement and proper handling by PRO (Public Relation Officers.) -PRO has a special role to play. He /She has to explain feedback well before 2 to 3 days before discharge. In case , Patient's relatives don't know about feedback form, PRO should well explain purpose of feedback form and its details.
6. Pathlab / X -ray / ECG / medical store and other related inhouse applicable services quality. e.g. time taken by hospital's lab. to submit report before visiting doctor's turn to see patient.
7. The treatment costing point. ( Though it is commercial term, it must be included in the feedback form). Are relatives satisfied to the services as per the their budget spent ? Please note that here also wise selection is needed. For example,
If a patient is shifted from 'General ward' to 'Semi special room' by relatives hospital will give semi special services to the patient. But not 'Special Room' services. And the relatives are expecting Special room services from Semi special ward, than they are at wrong and Feedback form will provide wrong picture. So wise judgement is needed in such a cases.
8. Most importantly Medical Treatment quality. How was treating doctor's / local or residential
approach?
So what to understand from feedback form evaluation score ?
If feedback form evaluation is getting more than 16 marks/points, it's ok to proceed further with that feedback form.
If score comes between 10 and 16 , review and changes in feedback form strongly recommended.
If score is below 10 points, than that feedback form has to be drastically changed to include all above parameters.
To which organisations/ hospitals/clinics such suggested Feedback form evaluation method is useful ?
as this method seems to be non-standard ?
Yes NABH accredited hospitals ( Primary stage or fully accredited) have to follow standard feedback form.
But the small clinics, comparatively small hospitals who wish to set up a system may follow the approach mentioned above. So quality persons working in such organisation can have this guide lines. If you want to suggest more points , you are welcome .
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