6302 From feedback to action: a quality improvement journey in parent experience

Objectives Increase the uptake of a feedback questionnaire for parents whose baby has been discharged from a Neonatal Intensive Care Unit. Improve the delivery of Neonatal service information to parents whose baby has been admitted to the Neonatal Unit. Methods The uptake of a feedback questionnaire for parents whose baby has been discharged from a Neonatal Intensive Care Unit was found to be low. We explored this by clarifying the group of parents offered the questionnaire, identifying barriers to questionnaire completion and reviewing when the questionnaire was being offered Response rate improvement activities included: Increasing awareness by joining nursing huddles, liaison with senior nurses and unit managers and sharing information by email Optimizing questionnaire access by using QR codes and offering it 2–3 days prior to discharge. Creating posters publicizing the feedback questionnaire and including access QR codes (figure 1) PDFs of each poster was added to the parent information folders at each cot space. The use of business cards with questionnaire details and QR codes was explored. Information sharing was enhanced by: A new parent yellow folder for each cot space with QR codes (figure 2) to access specific information relevant to parents. A poster was developed (figure 3) for Delivery suite and postnatal wards signposting parents to a video tour of our both Neonatal Units. Data were collected from quarterly feedback review of Meridian database to assess response rates and the proportion of parents satisfied with the information given to them. Admissions, discharge destinations and mortality data were collected from Leicester Neonatal Service Badger net. Results We found that discharges from the transitional care/postnatal ward outnumbered those from the intensive care unit/special care (figure 4). Babies that stayed in the unit for less than 24 hours and those getting discharged to transitional care/postnatal ward were not given the questionnaires (figure 5). Response rates with denominator as the babies who stayed in the unit for more than 24 hours increased with every intervention we did (figure 6). The percentage of parents among the respondents, who were satisfied with the information given to them also showed an improvement with our interventions (figure 7). Conclusion Parents of babies discharged from the neonatal units to postnatal wards or transitional care and those admitted for less 24 hours in the unit are to be targeted for feedback. Response rates and parent information scores show steady improvement with our initiatives.