Doubling feedback rate and increasing training participant satisfaction rating by 6%
National Health Service (NHS) is a provider of healthcare services and one of the largest employers in the United Kingdom. The Mid and South Essex NHS Foundation Trust (MSEFT) has been one of Mentimeter's customers since 2022 and has successfully used Mentimeter in their staff improvement training program to improve the feedback survey response rate and increase the participant satisfaction rating in just five cohorts.
We had the pleasure of speaking with Shevaun Mullender, Head of Clinical Quality Improvement Capability, Tino Mupembe, QI Engagement Manager & ICM Officer, and Samantha Rokoszynski, Improvement and Change Management Specialist, to deep dive into their journey and success with Mentimeter.
Improving engagement in training sessions
The staff at MSEFT (NHS) are passionate about what they do and improving the quality of their work. Instead of a certain team completing quality improvement processes for the staff, MSEFT (NHS) empowers the staff to undertake quality improvement projects themselves. To support this mission, they offer a Quality, Service Improvement and Redesign (QSIR) program.
When the COVID pandemic spread in 2020, the MSEFT (NHS) training sessions went virtual. With this shift, the QSIR program faculty started to notice a lack of engagement from the participants.
"It’s difficult to ensure 30+ people on a call are concentrating, listening, and learning. It became important to us to explore how to improve the engagement in our training sessions." - Shevaun Mullender, Head of Clinical Quality Improvement Capability
As the overall engagement decreased, so did the feedback survey response rate for the QSIR program.
"Lack of feedback means lack of changes and lack of adaption to what our staff members need, which was frustrating." - Tino Mupembe, QI Engagement Manager & ICM Officer
Shevaun leads the work of introducing the MSEFT (NHS) team to quality improvement practices and began exploring Mentimeter as a solution for increasing engagement and feedback survey response rate in the QSIR training sessions.
MSEFT (NHS) ultimately decided to purchase Mentimeter, finding value in the following capabilities:
- Anonymous responses which enable people to speak freely without fear of repercussion
- Interactive elements that keep people’s interest for a longer time and increase survey completion
- Beautiful and real-time data visualization
- Ability to set a company-branded template
- Accessibility and ease of use
Measuring the impact of Mentimeter
"To justify the use and cost of Mentimeter, we had to know that it was making a difference. The Customer Success team helped us identify success metrics impacted by Mentimeter that we can measure, captured all the data, and put it all together beautifully - it was a real collaboration from the beginning." - Shevaun Mullender, Head of Clinical Quality Improvement Capability
In their planning sessions with the Customer Success team after becoming a customer, MSEFT (NHS) decided to focus on two metrics best signaling Mentimeter's impact on the QSIR training program:
- Average number of survey participants (supplemented by survey response rate in %)
- Participant satisfaction rating (as the average of three metrics - relevance, session delivery, and pace)
The metrics have been captured for five training cohorts, where the first cohort acts as the baseline where Mentimeter was not yet introduced.
Doubling the response rate and increasing participant satisfaction
Right away, MSEFT (NHS) and the Customer Success team identified an impactful opportunity - collecting training session feedback in a live setting instead of linking the feedback survey in the follow-up email. This way "the participants can give feedback while it’s still fresh in their mind."
Feedback survey slide of the Quality, Service Improvement and Redesign program in Mid and South Essex NHS Foundation Trust
The impact of this change was immediate as the feedback survey response rate doubled, increasing from 30% to 60%. Since MSEFT (NHS) implemented Mentimeter and started collecting feedback live, the response rate has averaged about 60% for each cohort.
Overview of Quality, Service Improvement and Redesign (QSIR) program cohorts and their respective participation metrics
The increase in the average number of survey participants has given the team more feedback, allowing them to evaluate and implement various changes.
"People liked the quiz we did at the end of day one, so we looked at implementing it more. Not just at the end of the day, but also the beginning, to see if people remember the content and information from the previous day." - Tino Mupembe, QI Engagement Manager & ICM Officer
As one of the trainers in QSIR, Samantha reflects that "Mentimeter has been instrumental in enabling us to deliver the training and for participants to get the most out of it." She and the other QSIR trainers have used it not just for the feedback surveys, but also for running check-ins, capturing activity reflections, doing skill-level self-assessments, and more.
"As a trainer, I feel better when I know that participants are listening and that my message is getting across. If it wasn't for Mentimeter, I wouldn't have the confidence that I have captured the audience." - Samantha Rokoszynski, Improvement and Change Management Specialist
As the sessions became more engaging, more participants gave their feedback, and MSEFT (NHS) implemented various changes, the participant satisfaction rating steadily increased over time. When compared to the baseline, the participant satisfaction rating increased by 6%, from an already high 4.34 to 4.59 - talk about improvement!
Overview of participant satisfaction rating increase in the Quality, Service Improvement and Redesign (QSIR) program
"The success metric data we have collected shows the real-time impact of Mentimeter on our training program, which proves our point for a business case." - Shevaun Mullender, Head of Clinical Quality Improvement Capability
The spread of Mentimeter in MSEFT (NHS)
Even though MSEFT (NHS) initially introduced Mentimeter for the QSIR training program, the use of Mentimeter has spread throughout the organization. Today, Mentimeter is used in various daily routines, including morning huddles, team check-ins, and various staff meetings.
"We use Mentimeter in any project and setting where we have to do some qualitative capture of data - it is really helpful."- Shevaun Mullender, Head of Clinical Quality Improvement Capability
Pin on image from East of England Improvement Network Meeting in Mid and South Essex NHS Foundation Trust
Not only does Mentimeter help the staff of MSEFT (NHS) create fun and relatedness in their meetings, it also lets them efficiently collect feedback, beautifully visualize data, easily share insights with others, and analyze data to make continuous improvements.
"When it came to renewing the contract, it was a no-brainer because we're using Mentimeter so much now." - Shevaun Mullender, Head of Clinical Quality Improvement Capability
