[PDF] A toolkit for improving compassionate care through near real-time feedback

Picker Institute Europe
Picker Institute Europe
Publication date:
01 February 2017


How can you use near real-time feedback to improve patient experience of compassionate care?

Our toolkit is designed for anyone wanting to improve patient experiences in hospitals. It provides full implementation support for a near real-time feedback approach to allow hospitals to understand and act on patient experiences of compassionate care more quickly. Additionally, the toolkit can help organisations showcase they are addressing current policy directives, and demonstrate their organisation’s commitment to improving compassionate care.

The toolkit includes:

  • A validated questionnaire which allows for comparison across wards. The instrument can also be used as a “common core”, to which ward specific questions or the Friends and Family Test can be added.
  • Questionnaire implementation guide
  • Recommendations on cost-efficient implementation, detailed information about volunteer training, reporting and evaluation.
  • Case studies on the experiences of six case study sites. These include challenges, lessons learnt and impacts.