The impact of real-time patient feedback using a gamified system

Weaver, Susan H.; Paliwal, Mani; Phillips, Maryjo; Androski, Ellen; Wurmser, Teri

doi:10.1097/01.numa.0000721812.13386.81

Cited by 3 publications

(8 citation statements)

References 8 publications

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“…All UK studies described ambiguous types of positive feedback. While many US studies also described ambiguous feedback, two described material feedback in the form of cards, flowers, and gifts [ 52 , 60 ]. One undesirable change was identified in both UK and US studies.…”

Section: Resultsmentioning

confidence: 99%

Health service improvement using positive patient feedback: Systematic scoping review

Lloyd,

Munro,

Evans

et al. 2023

PLoS ONE

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Background Healthcare services regularly receive patient feedback, most of which is positive. Empirical studies suggest that health services can use positive feedback to create patient benefit. Our aim was to map all available empirical evidence for how positive patient feedback creates change in healthcare settings. Methods Empirical studies in English were systematically identified through database searches (ACM Digital Library, AMED, ASSIA, CINAHL, MEDLINE and PsycINFO), forwards and backwards citation, and expert consultation. We summarise the characteristics of included studies and the feedback they consider, present a thematic synthesis of qualitative findings, and provide narrative summaries of quantitative findings. Results 68 papers were included, describing research conducted across six continents, with qualitative (n = 51), quantitative (n = 10), and mixed (n = 7) methods. Only two studies were interventional. The most common settings were hospitals (n = 27) and community healthcare (n = 19). The most common recipients were nurses (n = 29). Most outcomes described were desirable. These were categorised as (a) short-term emotional change for healthcare workers (including feeling motivated and improved psychological wellbeing); (b) work-home interactional change for healthcare workers (such as improved home-life relationships); (c) work-related change for healthcare workers (such as improved performance and staff retention). Some undesirable outcomes were described, including envy when not receiving positive feedback. The impact of feedback may be moderated by characteristics of particular healthcare roles, such as night shift workers having less interaction time with patients. Some factors moderating the change created by feedback are modifiable. Conclusion Further interventional research is required to assess the effectiveness and cost-effectiveness of receiving positive feedback in creating specific forms of change such as increases in staff retention. Healthcare managers may wish to use positive feedback more regularly, and to address barriers to staff receiving feedback.

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Section: Resultsmentioning

confidence: 99%

Health service improvement using positive patient feedback: Systematic scoping review

Lloyd,

Munro,

Evans

et al. 2023

PLoS ONE

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“…All UK studies described ambiguous types of positive feedback. While many US studies also described ambiguous feedback, two described material feedback in the form of cards, flowers, and gifts (56, 65). One undesirable change was identified in both UK and US studies.…”

Section: Resultsmentioning

confidence: 99%

“…Importantly, only two intervention studies were identified (63, 65), and neither quantified effect in a real-world healthcare setting. This means that no evidence on the size of effect produced by positive feedback was available.…”

Section: Discussionmentioning

confidence: 99%

Health service improvement using positive patient feedback: systematic review and change model

Lloyd

Munro²,

Evans

et al. 2022

Preprint

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Background : Patients, families, and communities regularly provide feedback about care and treatment received from healthcare services, most of which is positive. The aim of this review was to examine how positive feedback creates change within healthcare settings. Methods : Included documents were empirical studies where the full text is publicly available in English, and where a change has occurred within healthcare services attributed to positive feedback from service users, their families, or the community. They were identified through database searches (ACM Digital Library, AMED, ASSIA, CINAHL, MEDLINE and PsycINFO), forwards and backwards citation, and expert consultation. Data was synthesised into a change model describing forms, mediators and moderators of change. A protocol was prospectively registered: https://osf.io/5x46c . Results : Sixty-eight papers were included, describing research conducted in 32 countries across six continents, with qualitative (n=51), quantitative (n=10), and mixed (n=7) methods. Only two described interventional studies. The most common form of feedback was ‘appreciation’ (n=28). The most common recipients were nurses (n=29). Positive feedback was most commonly given in hospitals (n=27) and community healthcare (n=19). Positive feedback mostly led to positive outcomes categorised as (a) short-term emotional change for healthcare workers (including feeling motivated and improved psychological wellbeing), (b) work-home interactional change for healthcare workers (such as improved home-life relationships), and (c) work-related change for healthcare workers (such as improved performance and staff retention). Undesirable changes included embarrassment when receiving feedback, tension in the patient-professional relationship, and envy when not receiving positive feedback. Conclusion : Positive feedback can provide the opportunity to create meaningful health service change. Healthcare managers may wish to use positive feedback more regularly, and to identify and address barriers to staff receiving feedback. Further interventional research is required to establish the effectiveness of receiving positive feedback in creating change, and to understand the influence of feedback content.

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“…Meaningful recognition of and reflection on positive nurse-patient relationships can translate into greater nurse satisfaction and encourage a better workplace culture. 22,23 Furthermore, nurse managers should engage nurses on how to be attuned to and ask about patient expectations, affirming a positive experience, making adjustments during the care stay, or assisting patients in realigning their expectations if necessary. Lastly, this study points to the significance of the nurse-patient interaction at discharge as an opportune time to create a lasting impression of nursing care.…”

Section: Implications For Nursing Managementmentioning

confidence: 99%

“…Nurse managers should look for opportunities to share patients' appreciation for nursing care and provide recognition when nurses are attentive to patient needs and convey information effectively. Meaningful recognition of and reflection on positive nurse-patient relationships can translate into greater nurse satisfaction and encourage a better workplace culture 22,23. Furthermore, nurse managers should engage nurses on how to be attuned to and ask about patient expectations, affirming a positive experience, making adjustments during the care stay, or assisting patients in realigning their expectations if necessary.…”

Section: Implications For Nursing Managementmentioning

confidence: 99%

Examining agreement between nurse and patient perceptions of nursing care attributes in the surgical setting

Krueger¹,

Erdman²,

Lemke³

et al. 2021

Nursing Management

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The impact of real-time patient feedback using a gamified system

Cited by 3 publications

References 8 publications

Health service improvement using positive patient feedback: Systematic scoping review

Health service improvement using positive patient feedback: Systematic scoping review

Health service improvement using positive patient feedback: systematic review and change model

Examining agreement between nurse and patient perceptions of nursing care attributes in the surgical setting

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