{
  "abstract": "Background Not all clinical teams were asking for service user feedback. We needed an efficient, cost effective way to capture real time feedback.Aims To ensure all clinical departments are asking for service user feedback, to enable the monitoring of the effectiveness and safety of services. To ensure we are effectively capturing, reviewing, and actioning feedback using a standardised approach. To give choice to the service user regarding how they would like to respond to the feedback either via paper or electronically. To ensure that service users know what standards of care they should be expecting via the Care Quality Commission (CQC) quality statements.Method The clinical project team reviewed all CQC quality statements and agreed what questions should be asked based on the quality statements. A paper and digital form was created for each clinical service using Microsoft Forms. Data from the forms was then captured via a Power BI report and data reviewed by clinical leads weekly. All forms are anonymised, however, if service users wish to discuss their feedback further with a clinical lead, they can request this.Results 137 feedback forms have been completed in the past six months since the launch of the new forms. All service users and visitors are offered the chance to provide feedback digitally or via paper.Clinical teams are able to review feedback in real time. Data is captured via a Power BI report which is a more effective way of reviewing data. Pre-paid envelopes are sent with paper forms and when returned, the hospice can recoup the cost of the envelope.Conclusion Clinical services can review service user feedback via a Power BI report in real time, which can clearly present the data, and can objectively review feedback against CQC quality statements to support improvements in patient care.",
  "authors": [
    {
      "affiliations": [
        "St Richard’s Hospice, Worcester, UK"
      ],
      "name": "Claire Gijselhart"
    }
  ],
  "title": "P-195 Service user evaluation project",
  "uid": "90e949f4-9e28-57f3-9cb8-0ed9c8003772"
}