Project Description

Your feedback is what we care about (Uw feedback is onze zorg)

Gather feedback & improve each day

The department of Neurology at Radboud University Medical Centre wanted to learn more from their patients’ experience during visits to the hospital and to use this information to improve their services.

The challenge

How can we measure the experience of patients during a visit to the department of neurology and use this information to improve our services?

The solution

During the 30 day project ‘the improvement-pole’ (‘De Verbeterpaal’) at the department of Neurology in a small test was done with the first prototype. This prototype contained a simple questionnaire with 3 questions about the patient’s experience of that day.

The department wanted to further develop this prototype. Meanwhile the emergency department started working on a similar project and found ‘CareRate’ as their supplier for a questionnaire app that gathers information about patients’ experience in realtime. The four departments of emergency, neurology, obstetrics & gynaecology and the department of surgery started a pilot with this tool in 2014. Now the functionality of gathering patient feedback is incorporated in a Radboudumc wide application that is available for each department.

What did we do?

REshape helped in developing the prototype for the 30 day project, but also had multiple conversations with patients to find out who would like to share their experience and give the department feedback after a visit. After the 30 day project REshape also supported the departments in a pilot.

On a yearly basis the Radboudumc has 500.000 polyclinic visits.