Patient Experience Tracker (PET) survey as measure of quality in the Neonatal Unit

摘要

In the current era of consumerism, patient assessments of care are increasingly being considered annimportant dimension of quality of care. Good communication with patient or relatives is an importantnelement in General Medical Council’s (GMC) guidance on ‘Good medical practice’. Providing proper parentncommunication may help in improving parental satisfaction with overall care provided in the neonatal unit.nThe Patient Experience Tracker (PET) device is a small wireless electronic handset used to gathernreal time report on patient experience. The neonatal unit PET survey was started after discussion andnagreement with all departmental staff. Initial resistances by some staff overcome by open and honestndiscussion. A good uptake and accurate response depends on the information provided to parents andnfamily about the PET device and survey. The questions should be appropriate to the departmentnconducting the PET survey. Staff should be prepared to respond to the PET survey findings to improvenpatient satisfaction and thereby patient care. Ongoing support from Hospital Management is essentialnto ensure the information is disseminated in a constructive manner to all concerned and appropriatenactions are taken to improve overall patient experience. The PET system has the flexibility to decide onnquestions, and more importantly to track performance and improvement progress.