Please enable JavaScript.
Coggle requires JavaScript to display documents.
Using Client Surveys as a QA tool in Midwifery Care - Coggle Diagram
Using Client Surveys as a QA tool in Midwifery Care
Client Feedback Surveys
Required in CMM practice standards
Structured/standardized questions in exemplars
Examplars (CMO and BC)
Rating Scales
Yes/No questions
Some narrative responses
Timing of Feedback
At Discharge vs sent in weeks beyond discharge
Experience could change over time
Main Problem
Purpose of Feedback
Provider self-reflection vs system improvement
Accountability vs learning
Collection of Data vs Meaningful use
What is being measured?
How is it being interpreted
Who's voice is being heard?
Who's perspective is missing?
Who owns the data?
Used for provider self-reflection or Management oversight?
Translating complex experience into simple data
Reality in Practice
Named providers
No provider named
Multiple providers listed
Survey management
Managed by leadership (MB)
Managed by College (BC,ON)
Unclear how data is used
Inconsistent review process
Implications and Gaps in Use
Feedback collected but how is it applied
LImited impact on changes to care delivery
Unclear pathways to improvement
Risk of performative process if no follow through
Quality of data
Incomplete responses
Who chooses to respond
Bias of
Transparency of use
Feedback loop to clients
Patient Knowledge
Lived experience
In surveys, knowledge must be translated into structured responses
Not often prioritized over other knowledge sources in health systems
What it includes
Care experiences
Sense of trust, respect, saftety
Understanding of informed choice
Emotional dimension
Relational and evolving
It is different from clinical knowledge
Not standardized
Not easily measureable
Subjective
Systems and Power
Epistemic privilege
Professional interpretation of patient knowledge
System preference for quantifiable data
Standardized data easier to use
Narrative feedback challenging to codify
Standard
Patient knowledge less prioritized by healthcare providers
Who's voices are captured
Language
Literacy
Cultural difference and experience of care
Potential Approaches
Experience-based design
Expand narrative feedback
Dialogue with clients
Follow up call or email?
Issues of privacy/anonymity
Shared interpretation of feedback
Shared decision making
Apply direct shared care decision making to system QA or QI
Involve clients in QI process
Ethical considerations
Anonymity vs opportunity for follow up
Power dynamics
Emotional Safety