Dr Foster Intelligence

Transcription

1 Dr Foster Intelligence PATIENT EXPERIENCE TRACKER 3.0 USER GUIDE Version: 4.1 June 2009 Page 1

2 Table of Contents 1 INTRODUCTION Overview Set Up LOGIN IN AND A BASIC INTRODUCTION TO THE HOME PAGE Login How to Login The Home Page Tools Support Knowledge Base Help Contact Us Admin My Account My Colours About Healthcare Professionals Public Website Ethics Committee Log Out Information/Help USING PET Selecting Data Show Selection Criteria Within Reports HISTORY AND FAVOURITES My Favourites Other Things You Can Do In My Favourites My History Export Analysis To Excel Or PDF REPORTS Alerts What Do Positive And Negative Refer To? What Do The Green And Red Bells Indicate? Volume Report Data Management Report Unit Comparison Response Detail...27 Page 2

3 5.5.1 Response Details Per Device (No Code Required) Response Details Per Device (Code Activation) ANALYSIS Analysis Alert Trend - By Month Volume Trend Answer Categories Question Positivity/Negativity What More Can You Do In The Analysis Module? CUSTOM ANALYSIS Answer Categories Calculation of the Question Score and Overall Score Changing Your Selection Criteria In The Custom Analysis Screen What More Can You Do In Custom Analysis? PET PREFERENCE ACTION PLAN Action Plan Create Action Plan Review Report FREQUENTLY ASKED QUESTIONS (FAQS)...58 Page 3

4 1 INTRODUCTION This manual is designed to help you get the most out of Dr Foster Intelligence s Patient Experience Tracker (PET) 3.0. It provides background information and a basic introduction to using PET 3.0 and aims to provide a simple walkthrough guide to PET 3.0, including its purpose, benefits, and the context in which it can be used. 1.1 Overview PET offers a simple, practical and robust method of capturing and analysing results from large numbers of users rapidly, frequently and without the need for paper-based questionnaires and extra analytical resources. PET can be used by organisations delivering patient care to electronically capture the patient's experience of the service they have received on a daily or even hourly basis. This information can then be benchmarked against chosen parameters. The system can also be used to capture and analyse employee or staff satisfaction levels and identify issues for organisational development and improvement. The PET handsets: Simple and easy to use lightweight handheld units - large enough to be handled by frail patients and with large print to ensure the questions can be easily read Ask key questions that can be standardised, customised and produced in any language Have high response rates Involve staff and patients in improving service delivery Encourage staff to be aware of patient needs Enable the fast identification of potential problems The system provides: Ability to easily capture and upload data automatically on a daily basis either via GPRS or a telephone line Unique electronic codes identifying each unit, enabling the data source to be identified for rapid report generation Data stored on a central server Comprehensive and frequent electronic reports All reports are exportable to MS Excel, PDF and are Printable via a configured printer. N.B. This is not designed to be a Technical Manual in that we do not cover modification, design, and development of the various elements or any kind of programming. Page 4

5 SYSTEM REQUIREMENTS You need to be sure that your web server, or the service provided by your web host, meets the minimum requirements before you can log on to the PET 3.0 server. These are: CPU System Memory Operating System Display card Browser Hard-disk available capacity Hardware Internet Connection Basic Intel Celeron 600MHz or higher 128MB RAM or higher Windows 2000, Windows XP (SP2) or higher Have 24 Bits resolution and support DirectX, 8MB Video-ROM or more Internet Explorer 5.5 or higher, however Internet Explorer 7 is recommended At least 512 MB temporary disc space for graphs / charts etc; Large enough space to store large volumes of scheduled reports Broadband internet connection of at least a speed of 2MB or higher to log on to the server 1.2 Set Up As a guide a typical organisational set up is as follows: 1. Organisation purchases a number of PET units 2. All aspects registered 3. The organisation meets the basic system requirements as stated above 4. Administrator set s up users 5. Username and Password allocated 6. Log on to the system via a browser with an internet connection Page 5

6 2 LOGIN IN AND A BASIC INTRODUCTION TO THE HOME PAGE This section explains how to log in to Dr Foster s information and management tools and provides a basic introduction to the Home page covering the various menu buttons available. 2.1 Login Each user is given a unique User name and Password. These details should be kept secret at all times. All data is anonymous to ensure patient confidentiality. PET 3.0 uses a secure web server. To free up server time, please log out when you have finished using the system. If the system is left idle for five minutes, you are automatically logged off. 2.2 How to Login Open up your Internet Explorer browser (Internet Explorer 7 recommended) and type the following URL into the browser window: A Login screen will appear (Figure 1.0) where you will need to enter your unique User name and Password. (Remember if you lose, forget, or lock your password, a link on the login page will prompt you for your address and resend the details to your account) Depending on how your organisation is set up, an appointed administrator within it will allocate passwords to users or in some cases a Dr Foster administrator may do this. Figure 1.0 Login Screen Once you have entered your User name and Password, click on the Login button, which will take you to the Home Page. 2.3 The Home Page The Home Page (Figure 1.1) provides you with information about: New products and services available from Dr Foster Details and dates of future data refreshes Updates and changes to existing Dr Foster products and services Page 6

7 Figure 1.1 PET Tools Selecting this link will present a drop down list of the tools you have access to (Figure 1.2); you can select the tool you wish to use (in this case, PET 3.0) either from here or the Home Page. Please note that if PET 3.0 is the only tool your organisation purchases from Dr Foster Intelligence then only PET 3.0 will appear under the Tools menu link in (Figure 1.2) Figure 1.2 Tools Click on Tools to display your active tools Page 7

8 2.5 Support This link displays the various options for support (Figure 1.3); the options available from the drop down menu include: Knowledge Base Help Contact Us Figure 1.3 Knowledge Base Knowledge Base This enables you to: Find answers to your questions (FAQ option) Search for information by keyword or phrase Take part in forum discussions or create one yourself Download documentation and link to external resources Access tutorials and case studies Raise a question or issue for resolution, the function for generating a query we call Create Forum Help This takes you to a screen within the Knowledge Base that provides further information about: Technical problems Pop-up information Coding Monthly updates How to contact Dr Foster Page 8

9 2.5.3 Contact Us This takes you to a screen within the Knowledge Base that provides contact details for your Customer Support Managers, the Healthcare Improvement Consultants, and the Customer Service Team. 2.6 Admin This link reveals a drop down menu giving you access to various other functions and include: My Account My Colours If you are an administrator user, you will have access to additional options: o My Users o My Commissioning Groups o My Budget Data My Account This is where you can view and amend your account details including name, address, job title, and password My Colours This is where you can change the colours for monitoring and analysis purposes to highlight positive, neutral or negative outcomes. 2.7 About This link provides you with further information about Dr Foster as an organisation, selecting this will present a drop down menu with the following options: Healthcare Professionals Public Website Ethics Committee Healthcare Professionals Selecting this will take you to a secure website where you can find out about Dr Foster as an organisation, products and services, access to health service news and publications, including details of local services Public Website This website provides access to essential information on a range of health services in your area, including details about waiting lists and the doctors that might be treating you Ethics Committee This will list the members of the Ethics Committee who ensure that the ongoing development of both new and existing products and services are carried out under a strict code of conduct and to ensure patient confidentiality is not compromised. Page 9

10 2.8 Log Out You must select this option when you want to log out of Dr Foster tools. 2.9 Information/Help PET 3.0 uses the following symbols/ Button / Icon throughout the tool, Button / Icon / Symbol Description This symbol represents more information hovering over the symbol will display a brief tooltip, clicking the symbol will take you into the more detailed information. This symbol represents a common question a simple explanation will be given wherever this symbol appears. Explains what happens if an icon/sign or object is clicked Allows users to save a report as a favourite Edits Action Plans Deletes reports/ Analysis or Action plans Exports a users analysis to a PDF format report Prints a users analysis A green bell indicates a significant downward trend (improvement) in the responses to a Question A Red bell indicates a significant upward trend (deterioration) in the responses to the Question. The definition of significant is based on statistical analysis of the trend in response. Allows a user to export their analysis to Excel Takes the user back to the analysis where a user can change or select a new criteria to run Shows the criteria that makes up an analysis that has already been run will take you into a further window where you can Add and remove records from your selection Type of Pie charts the system produces. Type of charts the system produces (Column, Bar, Stacked Column 100 and Line) Page 10

11 3 USING PET Once you have selected PET 3.0 from the Home Page, you will be presented with the following screen (Figure 2.0); this is only applicable if you have access to more than one provider Figure 2.0 As a single user only having access to a single provider you will be presented with the following Alerts Report (Figure 2.1), this report is always displayed as default each time you login to the tool and click the Go button in (Figure 2.0) Figure 2.1 Alert Screen From here you can: View saved History and Favourites Run pre-defined Reports Run pre-defined Analysis Create and maintain PET Preferences Create, maintain and print an Action Plan Page 11

12 3.1 Selecting Data Within certain areas of the tool you have the ability to individually or multi-select Sites, Sub Units and Questions. There are several ways in which this can be achieved within the Criteria selection (Figure 2.2). Select the -- All -- option, this will select All records listed underneath. Individually select the records either using the SHIFT + Arrows, CNTL + Click or Mouse Selection. Clicking on the ( ) icon, will take you into a further window where you can Add and remove records from your selection (Figure 2.3). Figure 2.2 Analysis Click on this Icon to take you into another window where you can add and remove records from your initial selection (Figure 2.3) Figure 2.3 Sub Units Page 12

13 3.2 Show Selection Criteria Within Reports Clicking on the box labelled Query Summary will display the data you have selected within the Criteria selection. This is very useful if you are selecting multiple filters. To collapse the detail click on Query Summary again, (Figure 2.4). Figure 2.4 Query Summary Page 13

14 4 HISTORY AND FAVOURITES 4.1 My Favourites My Favourites is a list of your favourite reports. The PET 3.0 tool has the facility to save reports which have been generated, see (Figure 2.5). To add a report to My Favourites, click on the favourite s icon ( ) as in Figure 2.6. To access the reports select History and Favourites from the left navigation menu. To view the favourites select My Favourites from the drop-down View within the Criteria selection then click Generate report, your output will look similar to (Figure 2.5). Figure 2.5 My Favourites Select My Favourites from View drop-down, then click Generate report Figure 2.6 Volume Report To add a report as a favourite, click on the Favourite icon Page 14

15 4.2 Other Things You Can Do In My Favourites Edit your Favourite report, which you can do by clicking on the ( ) icon under Actions. A pop up box Edit Favourites will appear, enter your Comment in the comments box and click OK. If you hover over the title of your report under title, your Comments will appear Deleting a saved report in My Favourites can be done by clicking on the ( ). This will Delete the saved report. Export your My Favourites list as an Excel or PDF format. This can be done by clicking on either of ( ) icons in (Figure 2.5). You can also print your My Favourites list here as well, by clicking on the printer icon next to these two icons. 4.3 My History The PET 3.0 tool automatically saves recent reports that have been generated. The reports saved in the My History function can be accessed from the PET 3.0 front page as per the My Favourites reports but by selecting My History from the View drop-down then clicking Generate report. To access a report that is saved in My History click on the report title in the relevant section of the front page. You can also add a historical report to My Favourites by clicking on the ( delete the report from the History by selecting the ( ) icon (Figure 2.7). ) icon in the Actions column or Figure 2.7 My History 4.4 Export Analysis To Excel Or PDF All reports can be opened or saved in Excel ( ) or PDF ( ) by clicking on the appropriate icon on the top right hand side of the screen. N.B. Charts cannot be exported to Excel Page 15

16 5 REPORTS This module consists of the following sub modules, Alerts, Volume, Data Management, Unit Comparison and Response Detail. 5.1 Alerts What Do Positive And Negative Refer To? Each question has a range of answers (typically 4 or 5). Each answer is weighted according to how good or bad it is in terms of responses. These are ranked from 1 (worst answer) up to the best answer. So for instance: Question: Were the staff friendly and sensitive to your needs? Answers: Description Score Seldom 1 Sometimes 2 Most of the time 3 Always 4 For Negative responses we are analysing the number of responses with the minimum score ( Seldom in this example) compared to the number of responses for All scores (expressed as a percentage). For Positive responses we are analysing the number of responses with the maximum score ( Always in this example) compared to the number of responses for All scores (expressed as a percentage) What Do The Green And Red Bells Indicate? Green and Red bells within PET 3.0 are designed to provide an Alert. The Green Bell indicates a significant downward trend (improvement) in the responses to the Question. Conversely, a Red Bell indicates a significant upward trend (deterioration) in the responses to the Question. The definition of significant is based on complicated statistical analysis of the trend in response. To trigger an Alert in PET one of the following conditions must be met (see Figures 2.8 and 2.9 for detail): The 1st value (the most recent value) is above or below the Upper or Lower Confidence Level 2 out of the 1st 3 values are above or below the same z2 Upper or Lower CL 4 out of the 1st 5 values are above or below the same z1 Upper or Lower CL All of the 1st 8 values are either above or below the Mean The standard calculations for deriving the Confidence Levels are as below: Upper Confidence Level = mean + (Median Range * 3.14) Lower Confidence Level = mean - (Median Range * 3.14) z2upper = mean + (Median Range * 2.08) z2lower = mean - (Median Range * 2.08) z1upper = mean + (Median Range * 1.04) z1lower = mean - (Median Range * 1.04) Definitions: Mean - Average (Mean) value over all groups Page 16

17 Range - Difference between successive values Median Range - Middle (Median) value of differences (Ranges) The more variance there is in the data set, the greater range there will be in the various Confidence Levels Note: Only the Upper & Lower Confidence Level s are displayed on the charts Calculation of the Confidence Levels: Figure 2.8 shows an Alert Trend by Volume table where a Red Positive Bell has been selected from the Alerts screen: Figure 2.8 Alert Trend by Volume Table Page 17

18 Figure 2.9 Data for Confidence Limit Calculation Figure 2.9 shows the following information: The 1st column is displaying the Positive values from the Alert Trend by Volume table (the Mean figure is shown at the bottom of this column) The 2nd column is displaying the difference (Range) between successive values The 3rd column is displaying these same values but ordered in ascending value so the middle (Median Range) value can be easily derived This Median Range value can then be inserted into the formula shown in the standard calculations to calculate the required Confidence Levels. So in this example: Mean = 55.7 Median Range = 7.1 z2lower = mean - (Median Range * 2.08), i.e. z2lower = 55.7 (7.1*2.08) = As 2 out of the 1st 3 values are below the same z2 Lower Confidence Level an Alert was triggered The Alert report (Figure 3.0) highlights the responses from the set PET questions for your organisation. The report indicates both the positive and negative responses collected from patients and highlights areas for investigation. The Red and Green Bell icons contain hyperlinks to a Trend Alert - by Volume graph (Figure 3.1), should you want a Table version (Figure 3.3) of the data behind the Trend Alert graph you can obtain this via Change Criteria, which will navigate to the Custom Analysis screen (Figure 3.2), and then clicking on Table within the View Type drop down box. Note: The data displayed in this report is across all time Page 18

19 Figure 3.0 Alerts Select Trust/PCT, Site or Sub Unit The Red and Green bell icons contain hyperlinks to the Trend Alert - by Volume graph, click to view Figure 3.1 Trend Alert - by Volume (Graph) Change Criteria will navigate to the Custom Analysis screen (Figure 3.2) Page 19

20 Figure 3.2 Custom Analysis Select Table and then click Generate report to display Trend Alert - by Volume Table (Figure 3.3) Figure 3.3 Trend Alert - by Volume (Table) Page 20

21 5.2 Volume Report The Volume report displays the total volume for each question. It shows the first and last dates of which the questions have been answered, provides the total number of responses within the dates selected and the negative and positive responses as a percentage of the total. Select the relevant criteria and click Generate report (Figure 4.0). This will display the Volume report below (Figure 4.1). To analyse the questions further, highlight the question you would like to investigate and click to select, this will take you to the Answer Categories table and chart (Figure 4.2). Selecting Change Criteria will navigate to the Custom Analysis menu. Figure 4.0 Volume Figure 4.1 Volume Report i.e. During the period 1 st January to 31 st March 2009 there were 712 responses to the first question of which 1.0% were Negative and 71.6% were Positive. Click on a question (e.g. Question 1) to navigate to the Answer Categories chart and table (Figure 4.2). Click on Change Criteria to navigate to the Volume, Selection criteria screen (Figure 4.0) Page 21

22 Figure 4.2 Answer Categories Table and Chart Clicking on Change Criteria will take you to the Custom Analysis menu Tips: You can hover over each heading in a table to get the definition of each heading. For example, the definition of the headings in (Figure 4.1) is as follows First Date Last Date Total Negative Response Positive Response - First Date when feedback was given - Last Date when feedback was given - Total volume of feedback within the period - Percentage of worst answer within the period - Percentage of best answers within the period Page 22

23 5.3 Data Management Report Within this report (see Figure 5.0) you can monitor the progress of the Actual volumes within the valid dates compared to the values calculated from the PET Preferences (see Figure 5.0). If the actual value is above the criteria by a certain percentage (5%) then we show a green bell. The converse will show a red bell. The same definition is applied to the Threshold and Target Positivity. How this is calculated is shown within Figure 5.3. Clicking on any Volume bell or Volume value within the table will take you to the Volume Trend chart for the selected Sub Unit (Figure 5.1). Clicking on any Positivity bell or Positivity value within the table will take you to Trend Alert - By Volume chart for the selected Sub Unit (Figure 5.2). If the relevant data for the Sub Unit has not been populated within PET Preferences, the row and/or fields against the Sub Unit will be blank. Figure 5.0 Data Management Report Page 23

24 Figure 5.1 Volume Trend Figure 5.2 Trend Alert - by Volume Page 24

25 Figure 5.3 Calculation of Alert Bells Footfall Volume 1500 Valid Dates 01-Jan-08 => 31-Oct-08 (10 months) Threshold Volume 1000 Target Volume % (expressed as percentage) For Threshold Volume (per month = 1000 / 10) Jan-08 Feb-08 Mar-08 Apr-08 May-08 Jun-08 Jul-08 Threshold Volume Cumulative Threshold Actual Volume Cumulative Actual Variation to Threshold (%) In this example, if: Variation to Target <= -5% Variation to Target >= +5% Red Bell Green Bell For Target Volume (per month = 1500 * 75% / 10) Jan-08 Feb-08 Mar-08 Apr-08 May-08 Jun-08 Jul-08 Target Volume Cumulative Target Actual Volume Cumulative Actual Variation to Target (%) Similarly: Variation to Target <= -5% Red Bell Variation to Target >= +5% Green Bell Page 25

26 5.4 Unit Comparison The report will allow you to compare questions between two periods. Users are able to multi-select, Units, Sub Units and Questions. Within the Compared to date range, enter the range of dates you wish to compare to. Within the Selected date range, select the current date range, you wish to compare against (Figure 6.0). Click Generate report to display the Unit Comparison Report (Figure 6.1). Change criteria will take you back to the Unit Comparison, Criteria selection screen. Figure 6.0 Unit Comparison N.B. Selected date range = Current; Compare to date range = Prior Figure 6.1 Unit Comparison Report Change Criteria will take you back to the Unit Comparison, Criteria selection screen (Figure 6.0) Page 26

27 5.5 Response Detail As stated within the Response Details Report itself this report has 2 sections. The first is for all Trusts/PCTs and the second section is relevant only to those Trusts/PCTs who use a code to activate the devices. The purpose of the report is to provide a quick high level insight into which devices are not being used, or where there are issues with incorrect codes being entered. To access the details of this report from the Period Selection drop down box select either Use Selected Date Range or Use Fixed Date Range then either use the Select Date Range option to enter your own From and To dates (Figure 6.2) or use a Fixed Period; Once you are satisfied with your date range selection click Generate report. N.B. Once in the report clicking on Change Criteria will return you to the window as per Figure 6.2. Figure 6.2 Date Range Selection Response Details Per Device (No Code Required) This table (Figure 6.3) provides a list of all the devices that are being used in the Trust/PCT and the number of responses that they collected for the date range selected. If the Trust/PCT is using key codes then the breakdown of these will be detailed in tables that follow. Figure 6.3 Response Details Per Device (No Code Required) The table in Figure 6.4 is a list of all the answers that were excluded from the report for some reason (Incomplete Answer - the patient did not provide responses to all the questions or Rapid Time To Answer - the responder entered answers to the questions at such a fast speed that they could not have read the questions). Only devices that collected information are shown on this list. The most common are where patients did not complete all 5 questions. Page 27

28 Figure 6.4 Answers That Were Excluded Response Details Per Device (Code Activation) This table (Figure 6.5) provides a breakdown of the responses collected on each device for each code that a Trust/PCT is using. Each device has a list of the codes used on that device during the period. All invalid codes are grouped into <Unknown>. The table that follows (Figure 6.6) shows a list of the invalid codes per device to allow for easy correction. All devices that were not used in the period show an <Unknown> code and no responses. As stated in the table of Figure 6.6 you should review this list and mark the correct codes for reprocessing by CFS. This list will need to be ed to support@drfoster.co.uk Figure 6.5 Response Details per Device (Code Activation) Figure 6.6 Invalid Codes Per Device Page 28

29 6 ANALYSIS This module consist of the following sub modules, Analysis and Custom Analysis 6.1 Analysis Provides the ability to analyse across multiple Sites and Sub Units and Questions. The View and Outcome drop-down options will determine which output is produced when Generate report is selected, as shown by (Figure 7.1). While still in Figure 7.1, if the Graph hyperlink is clicked the output will be a graph (see Figure 7.2) The Analysis module allows you to select and report within a Selected date range. The View, Outcome and Group By dropdowns will determine how the final report is displayed. (Figure 7.0) Figure 7.0 Analysis Page 29

30 Figure 7.1 Analysis - Alert Trend By Volume Positive (Table) Figure 7.2 Analysis - Alert Trend By Volume Positive (Chart) Page 30

31 6.2 Alert Trend - By Month Displays a volume table by Month (Figure 7.3) and Trend Graph for the selected criteria. If you wish to view only positive outcomes, select Outcome, Positive, otherwise select Outcome, Negative. The Group By is not applicable within this view. This is only applicable if you select the Volume Trend from the View drop down box. When in the Table view click on Graph to display Alert Trend by Month Graph (Figure 7.4). When in the Chart view click on Table to display Alert Trend by Month Table (Figure 7.3) Change criteria will take you back to Analysis, Criteria selection (Figure 7.0). Figure 7.3 Alert Trend by Month Positive (Table) Page 31

32 Figure 7.4 Alert Trend By Month Positive (Chart) 6.3 Volume Trend Displays a Volume Trend Table by Sub Unit within Site for the selected criteria. If you wish to break-down the detail by Question within Sub Unit select Outcome, Question (Figure 7.5), otherwise select Outcome, Unit (Figure 7.6). The Group By will determine how the volumes are totalled i.e. select Year and you will get a total per Year, by Month and a total per Year/Month is displayed. When in the Table view click on Graph to display Volume Trend Graph (e.g. Figure 7.7). When in the Chart view click on Table to display Alert Trend by Month Table (e.g. Figure 7.6) Change criteria will take you back to Analysis, Criteria selection (Figure 7.0). Page 32

33 Figure 7.5 Volume Trend Table (By Question) Page 33

34 Figure 7.6 Volume Trend - Table (By Unit) Figure 7.7 Volume Trend Chart (By Question) Page 34

35 6.4 Answer Categories Displays a Volume and Response table by Question, and subsequently Pie Chart for the selected criteria. There is only one Outcome of Positive/Negative and the Group By is not applicable within this view. When in the Table view click on Graph to display Answer Categories Pie Charts (e.g. Figure 7.8). When in the (Pie) Chart view click on Table to display Answer Categories Table (e.g. Figure 7.9) Change criteria will take you back to Analysis, Criteria selection (Figure 7.0). Figure 7.8 Answer Categories - Table Page 35

36 Figure 7.9 Answer Categories Pie Charts 6.5 Question Positivity/Negativity Displays a Positive and Negative percentage outcome table by Question (Figure 7.10); from here, you can display a Bar Chart and subsequently Trend Graph. There is only one Outcome of Positive/Negative and the Group By is not applicable within this view. Click on Graph to display Question Positivity/Negativity Bar Chart (Figure 7.11). Click on the relevant Bar within the chart to display the Alert Trend by Month Graph (Figure 7.13) and subsequently the Alert Trend by Month Table (Figure 7.12) Change criteria will take you back to Analysis, Criteria selection (Figure 7.0). Note. Selecting ALL - units will summarise the data at Site level (Figure 7.10), selecting individual Sites and Sub Units will display the data at Sub Unit level (Figure 7.10a). Page 36

37 Figure 7.10 Question Positivity / Negativity (Table) Figure 7.10a Question Positivity / Negativity Single Sub Unit (Table) Page 37

38 Figure 7.11 Question Positivity / Negativity (Graph) Click on the Bar within the Chart to display the Alert Trend by Month Graph (Figure 7.13) Figure 7.12 Alert Trend by Month Positive (Table) Page 38

39 Figure 7.13 Alert Trend by Month Positive (Graph) 6.6 What More Can You Do In The Analysis Module? You can add each analysis (reports, graphs and charts) generated to your Favourites You can create a schedule after you have added your selections and then have them sent to your selected recipients You can export your analysis in both Excel (not charts) and PDF formats You can find out what Selection Criteria makes up your query by clicking on the Query Summary hyperlink (this is useful if after running your analysis should you want to confirm the dates the report represents and you don t want to go back and re-run the analysis. The Query Summary lists all the selections made) Page 39

40 7 CUSTOM ANALYSIS Custom Analysis (Figure 8.0) provides the ability to analyse across multiple Sites, Sub Units and Questions. The View Type, Outcome, Output Type, Display Points, Category, Group By and Summarise By drop-down boxes will determine which output is produced when Generate report is clicked; Figure 8.1 provides a typical outcome of what you get when you generate a report. While still in Figure 8.1, if the Add this analysis to your favourites (the yellow star at the top right hand corner of your screen) is clicked, it will automatically add the pie charts to your Favourites, you will then be able to schedule the pie charts and send them to your selected recipients. Figure 8.0 Custom Analysis The Concept Summary Level Of Detail Against X Axis Further Detailed View Of Category Primary Y Axis Primary Series Type Repeat Each Chart By.. Secondary Y Axis Secondary Series Type X Axis 7.1 Answer Categories If upon entering Custom Analysis you simply click Generate report then Answer Categories is what will be displayed. Answer Categories displays the Volume and Response by Question, through a Pie Chart and Table for the selected criteria (Figure 8.1). There is only one Outcome (Response volume), and the Group By, Outcome, Output type, Category, and Summarise By are not applicable within this view. Change Criteria will take you back to the Custom Analysis, Criteria selection screen (Figure 8.1a) Page 40

41 Figure 8.1 Answer Categories Figure 8.1a Change Criteria - Answer Categories Page 41

42 7.1.1 Calculation of the Question Score and Overall Score A B C D E F G H Question Answers How do you feel about communication Extremely Question 3 levels in your store? Happy Not Sure Unhappy Happy Score Calculation 4 No of Responses Answer Weight (C5*C4+D5*D4+E5*E4+F5*F4)/SUM(C4:F4) 6 Do you feel like a valued member of 7 your team? Definitely Mostly Not Sure 8 No of Responses Answer Weight (C9*C8+D9*D8+E9*E8+F9*F8)/SUM(C8:F8) 10 How motivated are you by your 11 mnagement team? Extremely Reasonably Not Very 12 No of Responses Answer Weight (C13*C12+D13*D12+E13*E12+F13*F12)/SUM(C12:F12) 14 Do you receive the right level of 15 training and development? Definitely Mostly Not Sure No 16 No of Responses Answer Weight (C17*C16+D17*D16+E17*E16+F17*F16)/SUM(C16:F16) Overall, how happy are you at work? Extremely Happy Happy Not Sure 20 No of Responses Answer Weight (C21*C20+D21*D20+E21*E20+F21*F20)/SUM(C20:F20) Overall Score 60 (G5+G9+G13+G17+G21)/5 Page 42

43 7.2 Changing Your Selection Criteria In The Custom Analysis Screen The table that follows shows what a user will get in the various drop down boxes if something from the View option is selected. For example, in (Figure 8.1a) which is the main Custom Analysis screen, if a user selects Answer Categories from the View drop down box, the boxes that are automatically populated are; Chart in the View Type box, Volume in the Outcome box, Pie in the Output Box, None in the Display Points box, Answer in the Category box, N/A in the Group By box and Questions in the Summarise By box. What you select in the View box determines what you will get in the other boxes; all other boxes remain unchanged regardless of what is selected in them. Table 1 shows what you get in each drop down box when something is selected from the View drop down box. Page 43

44 Table 1 View Answer Categories Custom Analysis By Location Custom Analysis By Period (Calendar) Custom Analysis By Period (Hour) Custom Analysis By Question Customer Feedback Table Device Report By Question Device Report By Week Patient Satisfaction Survey Question Positive / Negativity Trend Alert By Month Trend Alert By Volume Volume Trend View Output Display Group Summarise Outcome Category Type Type Points BY By Chart Table Volume Pie None Answers N/a Questions Chart Volume Column None Site None Table Score Line Primary Sub Unit Questions Volume / Stacked Y-Axis Trust Score Bar 100 Chart Volume Column None Year None Trust Score Quarter Table Line Primary Y-Axis Questions Site Volume / Score Chart Volume Column None Table Score Primary Volume / Line Y-Axis Score Chart Volume Column None Table Score Line Crosstab Table Crosstab Table Crosstab Table Crosstab Table Chart Table Chart Table Chart Table Chart Table Answers Volume Volume Volume / Score Positive / Negative Positive / Negative Positive / Negative Positive / Negative Crosstab Table Crosstab Table Crosstab Table Crosstab Table Bar / Bar Bar / Bar Bar / Bar Bar / Bar Primary Y-Axis Month Week Date Hour Question None Questions None Year Quarter Month Week Date Trust Site Trust Site N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A None Primary Y-Axis None Primary Y-Axis None Primary Y-Axis None Primary Y-Axis Sub Unit N/A Questions Sub Unit N/A Questions Sub Unit N/A Questions Sub Unit N/A Questions Selecting Table from the View Type drop down in (Figure 8.1a) will deliver a tabular output (Figure 8.2) rather than Pie Charts (Figure 8.1). Page 44

45 Figure 8.2 Answer Categories Click on the - sign to hide all the Answer Categories for each question and display (Figure 8.3) Figure 8.3 Answer Categories Page 45

46 7.3 What More Can You Do In Custom Analysis? You can run various reports in Custom Analysis ranging from volume responses by the hour or location, device report by weeks and questions, patient satisfaction survey and simple reports on volume trends, including Trend Alerts by Month and Volume. These reports can be displayed in Pie Charts, Column/Line Charts, Tables, Crosstab Tables, Stacked Column 100 Charts, Line Charts and Column Charts The report you require determines what type of chart or graph you will get, please refer to Table 1 for this. As shown in Figure 8.0 points you should remember in Customer Analysis are: The Outcome is usually the Y Axis Category is normally the X - Axis Display point usually displays the values of each bar Below are examples of a few reports and the various charts/tables or graphs available within Custom Analysis. 1. Need: A report by location with both volume and score displayed in a table. Solution: Select Custom Analysis By Location from the View drop down box, Table from the View Type box, Volume/Score from the Outcome box, Table from the Output Type box and the relevant dates and period, then click the Generate report button. See (Figure 8.4) Figure 8.4 Custom Analysis By Location Page 46

47 2. Need: A report by Period (Calendar), in volumes and score, displayed in a Column/Line chart Solution: Select Custom Analysis By Period (Calendar) from the View drop down box, Chart from the View Type box, Volume/Score from the Outcome box, Column/Line from the Output Type box and the relevant dates and period required, then click the Generate report button. See (Figure 8.5) Figure 8.5 Custom Analysis By Period (Calendar) 3. Need: A report by Period (Hours), in volumes and score, displayed in a Column/Line chart Solution: Select Custom Analysis By Period (Hours) from the View drop down box, Chart from the View Type box, Volume/Score from the Outcome box, Column/Line from the Output Type box and the relevant dates and period required, then click the Generate report button. See (Figure 8.6) N.B. This report produces your volume and score by the hour. If you need to find at what particular hour of the day your response volume was high or low then this report provides the solution to this. Page 47

48 Figure 8.6 Custom Analysis By Period (Hour) 4. Need: A report by location and sub unit in both volume and score, displayed in a column/column chart. Solution: Select Custom Analysis By Location from the View drop down box, Chart from the View Type box, Volume/Score from the Outcome box, Column/Column from the Output Type box and Sub Unit from the Category box (to show the various sites), then click the Generate report button. See (Figure 8.7) Page 48

49 Figure 8.7 Custom Analysis By Location 5. Need: A report of positive and negative responses to questions asked by various sites that should measure the positive and negative responses by sub units to the questions asked. Solution: Select Question Positivity/Negativity from the View drop down box, Chart from the View Type box, Positive/Negative from the Outcome box, Bar/Bar from the Output Type box and Sub Unit from the Category box (to show the various sites), then click the Generate report button. See (Figure 8.8) Page 49

50 Figure 8.8 Question Positivity / Negativity 6. Need: A customer feedback report. Solution: Select Customer Feedback Table from the View drop down box. Select the Fixed Period you require e.g. Last Month, but leave all other options as they are. Note that you automatically get a Crosstab Table option in the View Type box. (See Figure 8.9) Page 50

51 Figure 8.9 Customer Feedback Table Page 51

52 8 PET PREFERENCE Allows the addition of Data benchmarks set at Sub Unit level, these benchmarks are then used within the Data Management report. When entering the screen users will be presented with all Sub Units against the current provider, users can edit or reset all values against the following: Topic Set Volume (footfall) Valid From/To Threshold Volume Target Volume Positivity Volume Positivity Target Definition Number: The likely average number of people (patients) that will pass through the Sub Unit during the set time period. Dates: The from and to dates that the Volume (footfall) should be valid for Number: The minimum response rate that this required. This is a minimum target that will be alerted to if missed, e.g. if the Footfall is 1000 patients you might want to receive responses from at least 800 of these patients Percentage: The target response rate for the Sub Unit. This is expressed as a percentage of the actual number of responses obtained compared to the Volume (footfall). Number: The minimum number of positive responses the Sub Unit must get to achieve a valid analysis within the From/To Period. This is an indicator of patient satisfaction. Percentage: The target number of positive responses by Sub Unit. The target Positivity the Sub Unit must get to achieve a valid analysis within the From/To Period. This is expressed as a percentage of the number of Positive responses compared to the Total number of responses. Click on the Edit button (Figure 9.0) to take you to where you can enter/edit values against Sub units (Figure 9.1). Page 52

53 Figure 9.0 PET Preferences Click Update when you have entered new data in the empty boxes, if any data has been wrongly entered this will be highlighted in red, for example in the Target volume and Positivity target boxes, you can enter a figure between 1 and 100, if it is left blank an error message will be flagged up. In the Valid from or Valid to boxes, a date format of (dd/mm/yyyy) must be entered, if left blank, the system will flag this up. Click on the Cancel button to take you back to (Figure 9.0) or the Update button to update the new values entered, this will also take you back to (Figure 9.0) but with the updated values. Page 53

54 Figure 9.1 PET Preferences (Edit) Page 54

55 9 ACTION PLAN This module consists of the following sub modules, Create, Review and Report This facility allows users to identify areas of concern within a Sub Unit and create action plans against those concerns. 9.1 Action Plan Create The user can select one Site; the Sub Units dropdown will then display the Sub Units relevant to that particular Site. The Question dropdown will display all questions relevant to that Sub Unit. You are then able to select one or more questions (Figure 10.0), once you have made your selections, click the Generate report button. This will display your positives and negatives for the questions selected. See (Figure 10.1). From this screen you can create your Action Plan. The positivity value is calculated over the entire dataset up to the Plan start date. A snapshot of this positivity will be stored against the Action Plan so that positivity value linked to the action plan will not change and comparisons can be made with data collected after the Plan start date. The user can select all or some of the questions from the Action Plan Create screen using the tick boxes (Figure 10.1). Click Create action plan and you are then presented with a free text box (Create action plan) in which you can enter the action plan details, see (Figure 10.2). Figure 10.0 Create Figure 10.1 Action Plan Create Select All or individual questions using the checkboxes Page 55

56 Figure 10.2 Create Action Plan 9.2 Action Plan Review Review, maintain or delete any action plans generated within Action Plan Create. This screen lists all the Action Plans that have been created for the Site and Sub Units. Within this window you are able to Delete, View or Edit the details of the plan. The positivity values are those which were calculated when the plan was created. To edit, Click on ( ). This will take you to Figure 10.2) To delete an action plan, click on button To hide questions, click the (-) button Note: There is no facility for reactivating an Action Plan within the tool once deleted Figure 10.3 Action Plan Review Click to reveal questions Click to Edit Free text Click to Delete Action Plan Page 56

57 9.3 Report The Criteria selection (Figure 10.4) is based on one Site, one Sub Unit and one or multiple questions. The list of questions returned will depend upon the creation of an Action Plan and valid from/to date ranges. The user can then select the questions they require in order to generate the report. After this has been done click Generate report; the output being shown in Figure 10.5 Figure 10.4 Report Figure 10.5 Action Plan Report Page 57

58 10 FREQUENTLY ASKED QUESTIONS (FAQS) Question: What is the minimum requirement for? Answer: Any computer that has an Internet connection Question: What browser does PET 3.0 support? Answer: Internet Explorer 5.5 or higher, however Internet Explorer 7 is recommended. Question: Can I Schedule and send reports to colleagues outside my organisation? Answer: This depends on the security arrangement within your organisation; PET 3.0 offers the ability to Schedule and send reports as a PDF attachment via , but Dr Foster Intelligence does not determine who gets what report, this arrangement is down to individual organisations. Question: I want to send reports/charts to a colleague, I have their address, how can I send them reports using PET 3.0 Answer: Please see the relevant information in History and Favourites on how to enter your colleagues name and address into PET 3.0, you can then send them reports once that has been done. Question: I have various Sites, Sub units within my hospital; I need the Positive and Negative responses to include in a Report on questions asked for each of my Site and Sub units. Answer: See question 5 (Custom Analysis) and (Figure 8.8) for a simple chart on this question. Question: What do the red and green bells stand for? Answer: A green bell indicates a significant downward trend (improvement) in the responses to a Question, while A Red bell indicates a significant upward trend (deterioration) in the responses to the Question. The definition of significant is based on complicated statistical analysis of the trend in response. (See Figure 2.1) Question: At what time of day are the reports pushed out from Dr Foster? Answer: hours Page 58

59 Question: How do you calculate the Question Score and Overall Score A B C D E F G H Question Answers How do you feel about communication Extremely Question 3 levels in your store? Happy Not Sure Unhappy Happy Score Calculation 4 No of Responses Answer Weight (C5*C4+D5*D4+E5*E4+F5*F4)/SUM(C4:F4) 6 Do you feel like a valued member of 7 your team? Definitely Mostly Not Sure 8 No of Responses Answer Weight (C9*C8+D9*D8+E9*E8+F9*F8)/SUM(C8:F8) 10 How motivated are you by your 11 mnagement team? Extremely Reasonably Not Very 12 No of Responses Answer Weight (C13*C12+D13*D12+E13*E12+F13*F12)/SUM(C12:F12) 14 Do you receive the right level of 15 training and development? Definitely Mostly Not Sure No 16 No of Responses Answer Weight (C17*C16+D17*D16+E17*E16+F17*F16)/SUM(C16:F16) Overall, how happy are you at work? Extremely Happy Happy Not Sure 20 No of Responses Answer Weight (C21*C20+D21*D20+E21*E20+F21*F20)/SUM(C20:F20) Overall Score 60 (G5+G9+G13+G17+G21)/5 Page 59