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Abstract：
UNASSIGNED: Online patient feedback is becoming increasingly prevalent on an international scale. However, limited research has explored how healthcare organisations implement such feedback. This research sought to explore how an acute hospital, recently placed into \'special measures\' by a regulatory body implemented online feedback to support its improvement journey.
UNASSIGNED: Semi-structured interviews were conducted with eleven key stakeholders involved in the implementation and/or use of online patient feedback. Data was analysed using deductive thematic analysis with Normalisation Process Theory used as the analytical framework. Research findings are translated into the Engage, Support and Promote (ESP) model, a model of rapid feedback adoption.
UNASSIGNED: Participants viewed the implementation of online feedback as an opportunity to learn, change and improve. Factors found to facilitate implementation were often linked to engagement, support and promotion. Although less frequently described, barriers to implementation included staff anxieties about time pressures, moderation processes and responding responsibilities. Such anxieties were often addressed by activities including the provision of evidence based responder training. Overall, staff were overwhelmingly positive about the value of online feedback with 24 impacts identified at an individual and organisational level, including the ability to boost staff morale, resilience and pride.
UNASSIGNED: The rapid implementation of online patient feedback can be achieved in a \'special measures\' organisation. However, the difficulties of implementing such feedback should not be underestimated. In order to embed online feedback, staff members need to be engaged and feel supported, with opportunities to provide, respond and invite patient feedback frequently promoted to both patients and staff members.
UNASSIGNED: Semi-structured interviews were conducted with eleven key stakeholders involved in the implementation and/or use of online patient feedback. Data was analysed using deductive thematic analysis with Normalisation Process Theory used as the analytical framework. Research findings are translated into the Engage, Support and Promote (ESP) model, a model of rapid feedback adoption.
UNASSIGNED: Participants viewed the implementation of online feedback as an opportunity to learn, change and improve. Factors found to facilitate implementation were often linked to engagement, support and promotion. Although less frequently described, barriers to implementation included staff anxieties about time pressures, moderation processes and responding responsibilities. Such anxieties were often addressed by activities including the provision of evidence based responder training. Overall, staff were overwhelmingly positive about the value of online feedback with 24 impacts identified at an individual and organisational level, including the ability to boost staff morale, resilience and pride.
UNASSIGNED: The rapid implementation of online patient feedback can be achieved in a \'special measures\' organisation. However, the difficulties of implementing such feedback should not be underestimated. In order to embed online feedback, staff members need to be engaged and feel supported, with opportunities to provide, respond and invite patient feedback frequently promoted to both patients and staff members.
摘要：
■在线患者反馈在国际范围内变得越来越普遍。然而,有限的研究探索了医疗机构如何实施此类反馈。这项研究试图探索一家急症医院，最近，一个监管机构将其纳入了“特殊措施”，实施了在线反馈，以支持其改进之旅。
■对参与实施和/或使用在线患者反馈的11个关键利益相关者进行了半结构化访谈。以归一化过程理论为分析框架，使用演绎主题分析对数据进行分析。研究成果被转化为Engage，支持和促进（ESP）模型，快速反馈采用的模型。
■参与者将实施在线反馈视为学习的机会，改变和改进。发现促进执行的因素往往与参与、支持和推广。虽然不经常描述，实施的障碍包括员工对时间压力的焦虑，节制过程和回应责任。这种焦虑通常通过包括提供基于证据的响应者培训在内的活动来解决。总的来说,员工对在线反馈的价值持积极态度，在个人和组织层面确定了24种影响，包括提高员工士气的能力，韧性和骄傲。
■在线患者反馈的快速实施可以在“特殊措施”组织中实现。然而,实施这种反馈的困难不可低估。为了嵌入在线反馈，工作人员需要参与并感到支持，有机会提供，回应并邀请经常向患者和工作人员宣传的患者反馈。
■对参与实施和/或使用在线患者反馈的11个关键利益相关者进行了半结构化访谈。以归一化过程理论为分析框架，使用演绎主题分析对数据进行分析。研究成果被转化为Engage，支持和促进（ESP）模型，快速反馈采用的模型。
■参与者将实施在线反馈视为学习的机会，改变和改进。发现促进执行的因素往往与参与、支持和推广。虽然不经常描述，实施的障碍包括员工对时间压力的焦虑，节制过程和回应责任。这种焦虑通常通过包括提供基于证据的响应者培训在内的活动来解决。总的来说,员工对在线反馈的价值持积极态度，在个人和组织层面确定了24种影响，包括提高员工士气的能力，韧性和骄傲。
■在线患者反馈的快速实施可以在“特殊措施”组织中实现。然而,实施这种反馈的困难不可低估。为了嵌入在线反馈，工作人员需要参与并感到支持，有机会提供，回应并邀请经常向患者和工作人员宣传的患者反馈。
