Doctor 360°

Remote Patient Feedback Tools

Whilst the GMC has allowed the deferral of Revalidations until March 2021, we have noticed that many of our clients are persevering with appraisal schedules and continuing to gather the supporting information required for them. Patient Feedback Reports are still a key requirement, despite the majority of patient consultations now taking place remotely. In November 2020, the GMC will be publishing new guidance on the collection of patient feedback. However, please be assured that the GMC have confirmed to us that this guidance:

Will not require doctors (or providers) to take a significantly different approach to seeking patient feedback for revalidation than they do now. The changes we proposed in our consultation document were mainly around allowing more flexibility in how doctors can seek feedback from patients (not having to use a specific questionnaire) and ensuring feedback systems meet the needs of patients (e.g. allowing different ways to give feedback).

Edgecumbe Doctor 360 held a Remote Patient Feedback Forum in August 2020, to try to ascertain from clients the main issues and possible solutions for overcoming obstacles to collecting patient feedback. Thank you very much to all who attended the session; it was very insightful for us and gave a significant steer on what were viable and not-so-helpful solutions.

Please read the following main points from the Forum, an important update from the GMC and a list of solutions or ‘aids’ that we can now offer in response to that discussion.

Issues reported from medical organisations

Until March 2020, Doctor 360 Patient Feedback was almost always collected using paper questionnaires. However, staff at medical organisations now have very little face-to-face contact with patients, due to a steep rise in remote consultations and a big drop in outpatient appointments and clinics. The outcome is that the volume of patient feedback being collected has reduced significantly.

Telephone method issues

Collecting feedback from patients via telephone is a possible solution, but does have its drawbacks:

It is time-consuming for the staff making the calls, especially with having to explain the purpose of the questionnaire each time.
Language barriers can make it hard to decipher the feedback and so can add even more time to the calls or promote bias towards selecting only English-speaking patients for calls.
Some clients have been trying to write the feedback into the paper version of the questionnaire, which then needs to be posted back to the Doctor 360 office.
Although patients are reported to be generally receptive to this method, they are more likely to give favourable responses about the doctor when communicating their feedback to a colleague of the doctor.

Old system shutdown deadline

Doctors with patient feedback exercises still open on the old Doctor 360 system are struggling to reach the minimum number of questionnaires required by the deadline of 28^th October. Understandably, Revalidation Teams don’t want to put doctors under too much pressure to complete their reports at this time.

GMC will not endorse universal lower response numbers

At one Trust the RO has agreed to a 50% reduction in the no of required patient responses during the current Covid situation, as they would rather that doctors were engaging in the process than not at all. Edgecumbe Doctor 360’s initial response was that all clients could temporarily reduce the standard minimum patient feedback figure of 17 responses. However, having sought approval from the GMC, we have learnt that the Council is NOT recommending a temporary reduction in minimum feedback responses required for reports. The GMC’s response to our request to lower minimum feedback response requirements to below psychometrically valid numbers during pandemic period (until March 2021):

Our requirements for supporting information for appraisal and revalidation remain the same, though we appreciate the current pandemic situation has meant that doctors have needed to establish new ways of working and engaging in revalidation.

Our guidance is high level and provides flexibility for doctors based on their individual circumstances. Individuals should ultimately discuss their proposed feedback and agree it with their Responsible Officer (RO) in advance. Although it is ultimately for ROs to determine what is acceptable prior to making a recommendation, where a questionnaire has been validated based on a specific number of patient or colleague responses, we would not recommend going below that figure.

Digital-only solutions are not sufficient

Digital solutions were not regarded as methods that would achieve an adequate response rate, for two main reasons:

The lack of immediacy and presence of the request to give feedback; patients are more likely to feel willing and obliged to provide feedback when asked directly and straight after their consultation with a doctor.
Most medical organisations have a high elderly population of patients, who would not be receptive or even able to receive texts, emails and QR Codes.

Our response

Unfortunately, there is no one-size-fits-all solution to the issue of achieving as high a response rate for remote patient feedback as for the paper-based method. However, we’ve thought about how we can help and encourage clients to obtain feedback from patients beyond the clinics and surgeries.

Patient leaflet

As a service provider of 360 feedback tools at Edgecumbe, we’ve found that one of the most effective instruments in achieving a high rater response rate is to ensure that raters are briefed on the purpose and significance of their feedback before they are issued the questionnaire. So, whether you are choosing to distribute your questionnaires online, in the post or via phone conversation, you can now send or refer to the Patient Feedback for Revalidation Leaflet. This is a leaflet specifically aimed at patients, for communicating what Revalidation is and the benefits of providing patient feedback. It can be downloaded from your Support Materials module.

Envelopes for returning feedback

If you post paper-based forms out to patients, please get in touch for a quote on receiving a box of Doctor-360 self-addressed envelopes, so that patients can then return their completed paper forms as easily as possible.

Ro consent form on system

Whilst we are not able to reduce minimum required feedback responses universally, we have now uploaded a copy of the RO Consent form to your Support Materials module, so that you can download a copy whenever required, for sign-offs on Patient Feedback Reports with fewer than the standard minimum number of 17.

Transfer of old site patient feedback exercises

We realise that in many circumstances, collecting patient feedback is just not achievable at all, at this time. Whilst the old system gives administrators the ability to enter patient feedback directly into an online questionnaire, it does not offer the advanced patient or ‘Appointee’ access that the new one does. With the old system closing at the end of the month, we’re aware that this puts additional strain on you and your doctors, therefore we are happy to set up patient feedback exercises for any doctors with incomplete 2019-20 exercises on the old site free of charge. Please just provide us with a list of doctors this applies to before 11^th November 2020.

Remote patient feedback

Specific guidance for administrators

Set yourself up as an Appointee: For use of digital solutions, whether for inputting data during a call, texting or emailing a patient, we have provided guidance for Client Administrators on how to set up Appointee access for themselves or others. If you are telephoning patients for feedback, a much more time-efficient way to do this is to enter their feedback directly into an online questionnaire rather than a paper one. See the Doctor 360 Remote Patient Feedback Solutions guide for instructions.

Upload a photo of the doctor: Please note that there is also the ability to upload a photo of the doctor to their online patient questionnaire; just send us the file with doctor’s name and GMC number so that we can add this for you.

Guidance: The following resources can all be found within the Support Materials module of your account, but please get in touch if you would like us to email a copy to you:

Doctor 360 Remote Patient Feedback Solutions: A general guide for Revalidation Teams on the different ways that remote patient feedback can be achieved using the Doctor 360 Feedback solution.
Doctor 360 Appointee User Guide: Following on from the document above, this guide is specifically for Appointees to refer to when using the system to collect online patient feedback for doctors.
Doctor 360 Client Administrator User Guide: A guide on the functions of the Client Administrator’s account, which includes a section on setting up and entering patient feedback.
Patient Feedback for Revalidation Leaflet: As explained above.

We hope these aids ease the burden, but do get in touch if you are aware of other ways in which we can be of assistance.

Tel: 01173 328 277
Email: support@edgecumbe.co.uk

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