On Tuesday, 12 November 2013, Birmingham Children’s Hospital won the Guardian Healthcare Public Service Award for Digital Excellence for our co-developed and co-designed innovative patient feedback app.
The Birmingham Children’s Hospital Feedback app, created by Digital Life Sciences in partnership with the hospital, is a revolutionary tool that provides patients and their families with a simple, clever way to give real-time insights and comments directly to staff. The app has been used by patients and families to comment on everything from the treatment and care received to the high level of support provided throughout a stay in hospital.
The Guardian Public Services Awards judges considered that this initiative had revolutionised the patient experience and improved the quality of patient care through an immediate response mechanism. It had used newly developed technology to publish messages and responses on an open and transparent platform. Staff were empowered by seeing positive comments and were determined to respond to negative ones by taking a greater sense of ownership.
The hospital has received over 750 comments from patients and their families since it launched which have been responded to by 50 wards and departments across the hospital. 92% of staff said they think the app is a great idea in the hospital.
Robin Vickers, Co-founder and Executive Director of Digital Life Sciences, said: “We are delighted to have won the award. It is a great achievement and a real testament to our ability to design, develop and deploy digital applications to real life healthcare interactions. We are pleased that the judges felt this digital project truly ‘engaged people’ in transforming the public services on the front line, as this is exactly what we set out to achieve.”
Birmingham Children’s Hospital Chief Nurse, Michelle McLoughlin, said: “The feedback app is a fantastic way to open up instant communication between practitioners and the families they treat. The response to the app that we’ve seen so far has been overwhelmingly positive, and we’re looking forward to seeing it continue to improve patient care.”
Feedback from the app makes up a tenth (9%) of all feedback that the hospital receives, meaning one in ten people are choosing to use it over other methods. It is available to all iOS and Android users. In addition, as part of its commitment to openness and transparency, the hospital publishes all the feedback and its responses on its website for others to benefit from too.
The Guardian Public Service Awards aim to recognise and celebrate innovation and excellence in the public sector and those who have driven improvements.
The Birmingham Children’s Hospital Feedback app was announced as a finalist in the Excellence in Mobile Healthcare category at the 2013 E-Health Insider Awards as well as in the Patient Safety Improvement category at the 2013 Nursing Times Awards. In addition, the launch has been shortlisted in the Public Sector category at the 2013 PR Week Awards.