SPEaC Happy for Healthcare
About the app
It is a priority for the NHS that care is safe, effective and compassionate. During an unprecedented period of change and increasing financial constraint, it is imperative that staff feel engaged, valued and supported at work to enable them to deliver such care. There is a growing body of evidence that shows engaged staff deliver better care with better patient experience, and better outcomes. Patient experience data are important in raising concerns, but often only available after the event and so limiting the potential for immediate intervention. They are highly selective, and may not relate to organisational and staff factors that affect their care.
The Francis report recommends using real-time feedback to inform and drive improvements in patient safety and care- this is innovation uses real-time staff feedback to drive improvements in engagement and quality of care delivered
How it works
SPEaC is designed to encourage local leadership. It promotes positive team working and local ownership of problems. Tailored to the structure of any organisation it allows effective communication between teams and managers. Teams using the SPEaC app show an overall average of 84% in terms of positive comments about team working.
Allows teams to define themselves
Clarity of leadership
Shared feedback for the whole team- not based on professional groups
50% of feedback is positive and the greatest category is regarding team working
Helps to identify communication gaps
SPEaC collects feedback from all staff groups about problems, frustrations or positive experiences as well as their work-related mood. These data are collected and collated electronically via a fixed or mobile device, allowing results to be reported on an ongoing, real-time basis. Designated local leaders can access and then respond to share and celebrate success or to facilitate the resolution of problems.
Support for local decision making
Embracing Trust Values
SPEaC allows your organisation to be truly responsive.
Real-time data about issues on the ground - a “Smoke detector”
Opportunity to intervene early
Understanding the impact of change on staff
Supports recruitment and retention initiatives
Real Time Reporting
Ability to deliver a real time guide to mood in areas – “smoke detector”
Rapid time review and response to comments
Ability to produce bespoke governance reports analysis for assurance
User friendly data/ infographic approach
Frequently asked Questions
+ What is it?
It is a priority for the NHS that care is safe, effective and compassionate. During an unprecedented period of change and increasing financial constraint, it is imperative that staff feel engaged, valued and supported at work to enable them to deliver such care. There is a growing body of evidence showing that that engaged staff deliver better care with better patient experience, fewer errors, and lower infection and mortality rates. Patient experience data are important in raising concerns, but often only available after the event and so limiting the potential for immediate intervention. They are highly selective, and may not relate to organisational and staff factors that affect their care. SPEaC Happy “The Happy App” collects feedback from nursing, medical, and other staff groups about problems, frustrations or positive experiences on their shift, and their work-related mood. These data are collected and collated electronically via a PC or a hand-held device, usually at least once a shift, allowing results to be reported on an ongoing, real-time basis. Designated local leaders can access and then respond in a timely manner to facilitate the resolution of problems. We know that giving staff a voice to make problems and frustrations known, as well as highlighting positive experiences to the organisation will improve engagement. Information from pathways across the division/hospital gauges an understanding of the organisational, cultural, leadership and management elements of the environment providing divisional teams access to such information from staff enables them to detect early warnings of potential problems allowing actions early to prevent issues developing further. The introduction of SPEaC-happy requires sustained efforts to encourage and support staff to use it on at least a daily basis. Timely responses by departmental and hospital managers to the concerns raised, are crucial in demonstrating managerial commitment to listen to and act on staff feedback while at the same time generating the trust required for staff to disclose concerns about working conditions, patient safety and quality of care.
+ How does it work?
SPEaC-happy works by collecting real time feedback from staff about how they feel. It is a web based tool and users provide feedback either via dedicated terminals on PCs or iPads, or via a desk top icon. Users select a mood by clicking on one of 3 faces – happy, sad or in between. They then have the option to choose why from a selection of drop down boxes and if they wish add free text. Comments are stored in the app and viewed by local leaders who then can action and respond to the comments in rapid time (usually within 1-2 working days). Positive experiences are shared and passed on and frustrations can be answered and where possible resolved. All comments entered into the app are anonymous unless the user chooses to identify themselves.
+ Who uses it?
SPEaC-happy is designed to be used by all team members regardless of role or seniority. In clinical environments it has been used by students, medical and nursing staff, admin staff, domestic staff, play specialists and porters- anyone who considers themselves part of that area team.
+ Who responds?
Posts are screened in the first instance by local leaders- who may be from any background but generally band 6 or 7 equivalent or above, who are able to respond to posts and escalate issues that require further attention. More senior leaders and managers including HR personnel retain an over view and pick up themes that require addressing.
+ How often is it used and is it a significant workload to reply?
Not surprisingly use increases as staff see a response to their posts and see actions arising out of it. Overall each local area eg ward / department sees between 1 and 15 comments per day. Approximately 50% of the comments are positive and require only sharing with the team. Most areas will have 1 or 2 comments per day that require action. We have found that it takes between 10 and 30 minutes a day for local leaders to respond and act on comments. As use and confidence SPEaC happy grows over time, we have seen that staff start to input suggestions for change and local improvement. These are often put back to the group to implement and so staff can start to see their own ideas being the basis for local change.