G154(P) User service evaluation of the regional paediatric bronchoscopy service focusing on satisfaction: ‘do we pass the friends and family test?’

Background The NHS Friends and Family Test (FFT) is routinely used to gather around 1.2 million pieces of feedback each month. This information is utilised to transform services in ways that matter most to patients. In 2015 there was a large drive to gain paediatric service user feedback. Despite this, a child friendly FFT is not available within large proportion of paediatric settings. Aim This study aimed to provide a platform for children and young people to feedback on the services they use and to report this information back to the regional flexible bronchoscopy service providers, facilitating praise and suggestions for improvement. Methodology Feedback regarding patient and parent/carer experience of the regional flexible bronchoscopy service was collected via an online questionnaire, with the main question based upon the NHS FFT. The online questionnaire was accessed via a website designed for this study. Adaptations to make the study suitable for paediatric implementation included using ‘Monkey’ - a cartoon character with varying facial expressions. For example, ‘Monkey’ was linked to a Likert scale, facilitating children to independently respond to questions. Information sheets containing details of the study were handed to parents/carers on the day of their child’s procedure. Posters in recovery and business cards to take home displaying the website URL were used to boost response rate. Satisfaction rates were calculated based on patient and parent/carer response to the adapted FFT. Answers to qualitative questions were manually analysed in a thematic approach to identify recurring themes. Results 22 questionnaires were completed by parents, with 13 patient sections being completed, over 8 months. Parental and patient satisfaction rates were high, at 100% and 92% respectively. Attentive, informative and friendly staff were the main justifications for their positive feedback. Suggestions for improvement were limited, with no dominant themes being detected. Conclusion There were overwhelmingly high satisfaction rates from both the parent and patient perspective, with minimal suggestion for improvements. To strengthen conclusions further data needs collecting. The acceptability by both patients and parents/carers means the resources created in this study have potential to be used across multiple departments and multiple paediatric centers.