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Can we use patient-reported feedback to drive change? The challenges of using patient-reported feedback and how they might be addressed
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  • Published on:
    A simple example of a practical solution to make patient-feedback more useful
    • L. Marjon Dijkema, intensivist Department of Critical Care, University of Groningen, University Medical Center Groningen, The Netherlands
    • Other Contributors:
      • Lisa W. Dummer, BSc
      • Jasmijn D. Generaal, BSc
      • Merel B. Klunder, BSc
      • Anna Bouwknegt, BSc
      • Frederik Keus, intensivist
      • Iwan C.C. van der Horst, intensivist

    With great interest we read the article of Flott et. al. (1), describing the challenges of using patient-reported feedback. We recognize the challenges described and performed a bachelorproject in the intensive care unit (ICU) in the University Medical Center Groningen (UMCG). We think the results from our project provide a potential promising practical solution to make feedback more useful.
    In 2013 the UMCG participated in an independent multi-center study conducted among relatives of ICU patients (2). In the open questions of the questionnaire more dissatisfaction than expected was found, which fueled the quest for an alternative, simple and continuous feedback system. In this study we compared the quality and amount of feedback gathered by an oral survey during the first two weeks and an app during the consecutive two weeks.
    Between February 20th and March 18th 2017, patients above sixteen years old, listed for discharge from the ICU that day and their relatives were approached to participate in this study. The oral survey consisted of two simple questions: “How satisfied are you with your stay in the ICU? (grade 1-10)” and ”Do you have specific suggestions of improvement for the ICU?”. The RateIt app (Rate It Limited®, Hong Kong) was used consisting of the same two questions as in the oral survey.
    A total of 208 responses (133 patients and 75 relatives) were included. The median satisfaction score was 8. Despite this high score many suggestions for...

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    Conflict of Interest:
    None declared.