Case Study: Telephone Tracking Survey

A large Acute Foundation Trust needed to measure patient experience to allow it to monitor its performance in relation to a number of key metrics. It also wanted to identify areas for improvement and track improvements over time.

 

We conducted a telephone survey of a large number of inpatients and outpatients over the course of the year. The sample was representative of the patient population and allowed for a breakdown of results by various clinical specialisms.

 

It was important for the survey to produce results for various audiences that were accessible and actionable – a range of outputs meant that the Board were able to monitor performance and clinical managers were able to identify service-specific issues. Working closely with the Trust, we designed a questionnaire that covered their key metrics and included questions that allowed us to understand problems that had previously been identified. This meant that we could make useful recommendations that continue to feed into the Trust’s quality improvements.