11. Running the patient feedback event
This event marks the point at which patient participants come together for the first time. They watch the edited film and discuss what they think are the key priorities for service improvement.
The patient feedback event is a facilitated meeting that invites patients who have already been interviewed as part of the project to develop their collective feedback about the service. (See invitation to take part template). Bringing the patients together as a group builds their confidence about speaking in a meeting environment before they meet with the staff, and helps them see that they are not just speaking for themselves but for a wider group of patients. The project facilitator introduces the event and explains the project as a whole, setting out the agenda for the day. (See patient feedback event agenda template).
After the patient film is shown, the facilitator gently encourages the patients to talk about their response to the footage and then runs an emotional mapping exercise to help participants highlight key points of the patient journey that they feel could have been managed better (see guide to facilitating the Emotional Mapping exercise). Examples have included 'having day surgery', broken into the specific elements of 'being separated from friends and family' and 'waiting for the operation'. The feedback is then narrowed down to a shortlist of potential areas for service improvement, which will be raised at the joint patient–staff event. If you have time at the end, ask patients in small groups to use the design template to start thinking about what the ideal solutions might look like. (See design template).
Key points
- Many patients are apprehensive about this event, so it is important that they are welcomed by a familiar face and are invited to bring a friend, family member or carer for support if they wish. A relaxed environment, with food and refreshments, is critical. The whole event needs to be very relaxed, with an atmosphere of trust, respect and privilege in hearing people’s stories.
- Everyone who was interviewed is invited to the event. Not all will attend, but you need at least four or five participants to get a sense of collective feedback.
- The structured nature of the event can help patients distance themselves from distressing personal experiences, by shifting their focus from their personal experience to finding practical solutions.
- Make sure you have contact details to hand in case patients have questions about aspects of their clinical care or need to access psychological services as a result of participating in the project. Members of the clinical services team would not usually be present at the event. This is to encourage patients to comfortably discuss their honest thoughts about the service between themselves.
- Some participants will be nervous about talking in groups. Use an icebreaker that encourages everyone – including the facilitator – to share information with the group. (For examples of icebreakers see the Mind Tools website). Manage dominant group members with care. For example, if someone is dominating the discussion, take them to one side at a break and gently ask them to help ensure that other quieter members of the group have a chance to contribute.
- The event requires co-ordination in three areas – logistics, such as refreshments and timekeeping; ensuring that the day’s aims are met; and supporting the participants. If possible put in place several different facilitators with clear areas of focus and responsibility.
- Remember that some patient participants might not be able to read or write. The most important thing is that their voices are heard, so use creative approaches to sharing information and ideas, such as asking facilitators to read things out and write down what participants are saying.
- Choose a convenient venue where people feel comfortable. If there is a suitable room in the hospital (with a big enough wall for the emotional mapping exercise) this may feel more relaxed than a smart conference venue. Wherever you choose, the key is to create a warm, welcoming environment that is easily accessible for the participants.
- Again, provide patient participants with travel expenses and a contribution for their time. And find out how the event went by asking participants for feedback. (See example patient feedback form).