About objectives and measurements

3. Set objectives and measure change

What is the objective of what we are doing? How do we know whether what we are doing is actually an improvement? It is always good to be as clear as possible about what we want to achieve and systematically follow up how we are doing. 

Start by identifying your objectives. Perhaps one of the objectives is to ensure that the patient narrative is a clear part of the medical records. Or having made a shared health plan. Or that the patient is able to understand their medical records, appointment letters and other communications. Or saving time thanks to the documentation being clear and painting a comprehensive picture. 

Then come to an agreement about what is to be measured and how this can be followed up. It may be that you ask patients verbally or using a simple form with simple questions: Do you understand your medical records? Does the health plan help you understand your goals and the steps you need to take in order to achieve them? Do you feel that you are more involved in your healthcare? Or other questions that help us understand. Another way of following up is to ask the professionals. This can be a checklist for what we document and in what manner. Or more open-ended reflections and discussions we have together over a cup of coffee.

You can also measure more tangible events: How often do patients get in touch because they have questions about something entered in their records or results they have received in the post? How often do patients need to ask about what is going to happen?  

Finally, you should decide who is responsible for follow-up and for ensuring that lessons learned are shared with colleagues. It is a good idea to get help from your head of department or the person responsible on your unit when deciding on this. Also ensure that you are measuring and evaluating the current situation so that you have something to use for comparison once you have begun making changes.