It wasn’t just nurses that the team engaged with. All relevant teams in the wider National Screening Service Organisation understood the planned survey programme and what was expected of them. For example:
“The helpline was well briefed in what to expect if they got a call from potential patients. The nurses were also well versed and updated and briefed on what was happening. Once everyone saw the final end product from Cemplicity, everything disappeared in terms of our concern and worries.”
For Alan, the key to staff engagement was to frame the surveying programme in a positive light that would benefit both staff and patients.
“We briefed all our teams very early at the start about the project, saying what was coming down the line, that we will be coming to them later in the year with a reporting dashboard. We explained that there are probably opportunities here for them to identify areas of improvement in their own hospital that would benefit not only patients but also staff. Too often we only hear about complaints. We don’t hear of the many compliments. So, framing it as an opportunity to quality improve their services and to read the many positive things our patients have to say.”
NSS also included materials about the survey during bowel awareness month, traditionally April, including a blog and patient FAQs on www.bowelscreen.ie. This was all designed to familiarise patients with the surveying tool so they’d be more receptive to it when it really mattered.