The challenge to capture feedback
Accurate information about service provision is important for patients
to decide which provider to attend. SXT
(www.sxt.org.uk) was formed in 2012 and
over 3000 clients have been successfully directed to a local provider offering
the service they require. However,
despite adding a hyperlink to a webform for feedback less than a dozen
individuals elected to leave their thoughts.
Feedback is a challenge to capture across all web-based services (e.g.
TripAdvisor 2%, I want great care 25%*).
We therefore tested if the introduction of a slide-out feedback form,
appearing three seconds after the client viewed a single provider page, would
engage users and determine if they found the SXT service useful.
Developing a new approach
Over the summer months in 2013 the website was re-designed (v3.0) and
made responsive so that it adapts to any device – computer, phone &
tablet. During this development a
slide-out feedback form was added asking the question ‘Did you find this
service useful? This form gives the
option to score from 10 (very useful) to 1 (not useful) using radio buttons and
a comment box is available for any text.
The new site went live on the 5th August 2013 and the
database records details of the date, time, postcode, service requested, local
providers displayed, the provider selected, feedback score and comment.
What was the result?
Over six months a total of 683 clients looked for information or a
service and 451 (66%) chose a specific provider and the slide-out feedback form
was displayed. A total of 67 (15%)
clients left a score and these are shown on the table below. The provider types chosen by clients giving
feedback were 15 genitourinary medicine clinics, five sexual reproductive
health clinics, five third sector clinics, four general practices, two sexual
assault referral centres and one pharmacy. Only three clients wrote text with
their feedback. The majority of clients found the service useful with 85%
giving a response of eight or more out of ten.
|
Device used
|
Did you find this service useful?
[Score 1 – 10]
|
Total
|
||||
|
1
|
7
|
8
|
9
|
10
|
||
|
Phone
& Tablet
|
0
|
1
|
5
|
3
|
26
|
35
|
|
Computer
|
5
|
4
|
6
|
3
|
14
|
32
|
|
Total
|
5
|
5
|
11
|
6
|
40
|
67
|
What's next?
The slide-out feedback form has enabled SXT to engage clients and the
responses to date support its utility to identify local services. Further work will include placement of
slide-out feedback form(s) on other pages of the website to determine the
utility of the information services provided.
* Personal communication Dr Neil Bacon (Founder of I want great care www.iwgc.org)
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