Journal Article

69 Inviting quiet voices into NICE severe complex needs (NG 213) benchmarking – what do we miss if we don’t?

Campbell, Vivienne, Rekret Sandra

2023

Overview

ObjectiveHypothesis – all members of a service, including those not always thought of as in the multidisciplinary team (MDT), will have helpful views about how NICE standards are met in their service, if they had a platform to share them. We explored this in benchmarking ‘Disabled children and young people up to 25 with severe complex needs: integrated service delivery and organization across health, social care and education NG 213’.MethodsEmail to all staff exploring confidence and motivation to benchmark. Invited to respond numerically with 1 being no confidence/motivation and 10 being highest.Email to all staff inviting comments on 8 of the 330 standards from NICE NG 213Same invitation via a ‘walking board’, where the sample guideline was printed out and also available via a QR code. Board had paper and pens and was left to standalone, or with an author (SR) ready to engage in discussion.ResultsMotivation and confidence survey – 16 responses from a possible 125 emailed. 87% rating their interest in the guideline 7 or above, 69% felt that they had a role in benchmarking process, and 43% rated their confidence in benchmarking greater than 5.Emails – responses decreased both with time and with number of items included. While the response was low (7 teams/individuals) there was representation from therapies, administrative, reception and housekeeping teams.Disappointingly the ‘walking board’ itself received one response when left alone, 8 responses were received when approaching members of the MDT and having face to face discussions.ConclusionWe were delighted that some of the wider team were both enthusiastic and motivated to benchmark – as none of these individuals are in a management position (who would traditionally benchmark) these team members will be used to continue to engage ‘quiet voices’ in benchmarking.We had some unanticipated information. An example of a child’s view being sought came from a member of the domestic team‘I see (dental nurse) walking backwards down the corridor so that she can see how the child is feeling on the way into the clinic room’.We noted that despite the low number of views on benchmarking, the representation of many disciplines allowed benchmarking to be meaningful.We believe that employment of multiple techniques to widen participation from a broader group of people can work, but is not without challenges or time constraints.

• Publisher: BMJ Publishing Group LTD
• Subject: Benchmarking / Feedback (Response) / Guidelines / Motivation / Pediatrics / Teams