Why

Getting patient feedback on PKB is an essential process for teams and organisations using PKB, checking the efficiency and useability and the opportunities to get feedback to make changes and improvements to their service.

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Feedback surveys can be done through Microsoft Forms or Survey Monkey, etc, and added to the trust hospital's welcome message, PKB library, or added email to the PKB library. It is important that feedback is patients. Feedback must be done outside PKB as , and the answers need to must be anonymous.

How to send feedback forms

• Send a questionnaire in PKB letting patients know there is a patient feedback questionnaire linked in the library.

• Link in Library

• Welcome message and or footer

• Extract all emails and send them internally from Trust the hospital or via MailChimp/Survey Monkey/Mircosoft Forms.

• Send via social media the link in PKB.

Patients can join PKB's user research groups and attend our PUG events, and there is also Patient Advisory Group within some of the organisations using PKB as their Personal Health Record solution.

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• Ensure the feedback is useful to the Trusthospital/organisation

• Help decide what features or integrations to go live with next

• The data collected can be analysed and action taken

• Is the patient or staff feedback to support benefits in a case study, business case or to present to stakeholders, if they are the questions need to be focused on the output desired. 

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Below is some simple guidance to follow when creating a patient feedback form.

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The purpose

This is a great opportunity for the organisation and team to review how they are using PKB and to consider future plans for implementing new PKB features, releasing new data feeds or working on new pathways such as Patient initiated follow-up (PIFU) or reducing did not attend appointments (DNAs). It's important to consider that some patients may use PKB exclusively, while others may access their data through the NHS App.

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• Include what the survey/feedback form is for, why are you asking patients to complete it and what you intend to do with the information. 

• Have clear objectives.

• What are you using PKB for in the organisation? 

• What are the goals and plans for PKB?

• Define what you want to achieve with the feedback. Are you seeking insights on overall patient satisfaction, specific services, or particular aspects of care?

• Ensure the questions are crafted to gather information that can lead to actionable improvements, support a case study, or demonstrate benefits and outcomes.

• Who is the form for? Is it for a specific patient cohort, a particular team speciality, or for all patients in the trusthospital? Focusing on a specific team's speciality may provide more enriched feedback, as the questions can be tailored to the patients within that speciality. For example, you can find out how much time PKB saves patients by asking them if PKB messaging saves you time and how many times they used to call the hospital for information. Once a week or more, once a month, less than once a month. How long was the average call? How long did you wait to speak to who you needed to?   

• Is the purpose to find out what PKB feature or integration to roll out next?

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Analysis and reporting

• How does the team /trust hospital plan to collect, store, and analyse the feedback?

• Determine how the feedback will be reported to relevant stakeholders/business case or case study. 

• Will those who took the time to complete the survey be able to see the results?  If yes, where when and how.

Question

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to include

Thank you for registering with Patients Know Best (PKB). Your feedback is invaluable as we strive to improve our services continually. Please take a moment to complete this questionnaire to help us understand your satisfaction levels and preferences regarding PKB.

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Have a list of options in brackets to help focus the answers to viable options the Trust hospital and PKB can deliver)

(Free text box)

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This is useful if you want to find out where the Trusts hospital comms is working and you want to increase registrations)

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