A Mid and South Essex NHS Foundation Trust (MSEFT) é uma prestadora de serviços de saúde e um dos maiores empregadores do Reino Unido. Tivemos o prazer de conversar com Shevaun Mullender, Head of Clinical Quality Improvement Capability, Tino Mupembe, QI Engagement Manager & ICM Officer, e Samantha Rokoszynski, Improvement and Change Management Specialist, para nos aprofundarmos em sua jornada e sucesso com o Mentimeter.
A equipe da MSEFT (NHS) é apaixonada pelo que faz e por melhorar a qualidade do seu trabalho. Em vez de uma equipe específica realizar processos de melhoria de qualidade para a equipe, a MSEFT (NHS) capacita a equipe a realizar seus próprios projetos de melhoria de qualidade. Para apoiar essa missão, eles oferecem um programa de Quality, Service Improvement and Redesign (QSIR).
Quando a pandemia de covid se espalhou em 2020, as sessões de treinamento da MSEFT (NHS) passaram a ser virtuais. Com essa mudança, o corpo docente do programa QSIR começou a notar uma falta de engajamento dos participantes.
"É difícil garantir que mais de 30 pessoas em uma chamada estejam concentradas, ouvindo e aprendendo. Passou a ser importante para nós explorar como melhorar o engajamento em nossas sessões de treinamento."
- Shevaun Mullender, Head of Clinical Quality Improvement Capability
À medida que o engajamento geral diminuía, o mesmo acontecia com a taxa de resposta da pesquisa de feedback do programa QSIR.
"A falta de feedback significa falta de mudanças e falta de adaptação ao que nossa equipe precisa, o que era frustrante."
- Tino Mupembe, QI Engagement Manager & ICM Officer
Shevaun lidera o trabalho de apresentar à equipe da MSEFT (NHS) as práticas de melhoria de qualidade e começou a explorar o Mentimeter como solução para aumentar o engajamento e a taxa de resposta da pesquisa de feedback nas sessões de treinamento do QSIR.
A MSEFT (NHS) acabou decidindo adquirir o Mentimeter, encontrando valor nos seguintes recursos:
Respostas anônimas que permitem que as pessoas falem livremente sem medo de represálias
Elementos interativos que mantêm o interesse das pessoas por mais tempo e aumentam a conclusão das pesquisas
Visualização de dados bonita e em tempo real
Possibilidade de definir um modelo com a marca da empresa
Acessibilidade e facilidade de uso
O Mentimeter foi fundamental para nos permitir realizar o treinamento e para que os participantes tirassem o máximo proveito dele.
"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.
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
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
A Mid and South Essex NHS Foundation Trust (MSEFT) é uma prestadora de serviços de saúde e um dos maiores empregadores do Reino Unido. Tivemos o prazer de conversar com Shevaun Mullender, Head of Clinical Quality Improvement Capability, Tino Mupembe, QI Engagement Manager & ICM Officer, e Samantha Rokoszynski, Improvement and Change Management Specialist, para nos aprofundarmos em sua jornada e sucesso com o Mentimeter.
A equipe da MSEFT (NHS) é apaixonada pelo que faz e por melhorar a qualidade do seu trabalho. Em vez de uma equipe específica realizar processos de melhoria de qualidade para a equipe, a MSEFT (NHS) capacita a equipe a realizar seus próprios projetos de melhoria de qualidade. Para apoiar essa missão, eles oferecem um programa de Quality, Service Improvement and Redesign (QSIR).
Quando a pandemia de covid se espalhou em 2020, as sessões de treinamento da MSEFT (NHS) passaram a ser virtuais. Com essa mudança, o corpo docente do programa QSIR começou a notar uma falta de engajamento dos participantes.
"É difícil garantir que mais de 30 pessoas em uma chamada estejam concentradas, ouvindo e aprendendo. Passou a ser importante para nós explorar como melhorar o engajamento em nossas sessões de treinamento."
- Shevaun Mullender, Head of Clinical Quality Improvement Capability
À medida que o engajamento geral diminuía, o mesmo acontecia com a taxa de resposta da pesquisa de feedback do programa QSIR.
"A falta de feedback significa falta de mudanças e falta de adaptação ao que nossa equipe precisa, o que era frustrante."
- Tino Mupembe, QI Engagement Manager & ICM Officer
Shevaun lidera o trabalho de apresentar à equipe da MSEFT (NHS) as práticas de melhoria de qualidade e começou a explorar o Mentimeter como solução para aumentar o engajamento e a taxa de resposta da pesquisa de feedback nas sessões de treinamento do QSIR.
A MSEFT (NHS) acabou decidindo adquirir o Mentimeter, encontrando valor nos seguintes recursos:
Respostas anônimas que permitem que as pessoas falem livremente sem medo de represálias
Elementos interativos que mantêm o interesse das pessoas por mais tempo e aumentam a conclusão das pesquisas
Visualização de dados bonita e em tempo real
Possibilidade de definir um modelo com a marca da empresa
Acessibilidade e facilidade de uso
O Mentimeter foi fundamental para nos permitir realizar o treinamento e para que os participantes tirassem o máximo proveito dele.
"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.
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
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