Touch screens gather patient views

13 Nov 2008

A touch-screen system that allows people to feed back their views on NHS services is being rolled out across North East Essex.

The system was trialled at Clacton Hospital. Ten hand-held versions were also given to district nurses. The computerised terminals ask ten core questions about NHS services and then questions about the service patients received.

David Cohen, assistant director of community services at NHS North East Essex, said: “We piloted the system because gathering the views of patients is vitally important. It is simple to operate and the feedback has been very positive.

“The system enables people to offer their views while their experience is still fresh in their minds. The up-take has been excellent, which is why we have decided to roll out the system.”

Touch-screen units will be installed at a number of NHS North East Essex outlets, including the Mill Road Therapy Unity in Colchester, where a specially adapted version will be installed to enable people with learning disabilities to use the system.

In September, health secretary Alan Johnson told the Labour Party conference that he wanted to see NHS organisations collecting patient views in real time.

In his speech in Manchester, Johnson said he wanted “each hospital to know within two weeks how patients feel about their care.” He said this would allow the NHS to start to “link patient experience with clinical outcome” – a key feature of Lord Darzi’s Next Stage Review of the NHS.

Lyn Whitfield

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