Finding Feedback

I answered a call for students from DJCAD to assist NHS Tayside with producing some video content. I was unsure what the content would be or even the amount of work that would be required but Summer was coming up and I thought it was a nice side project to keep me busy over the coming months. Having the NHS on your CV can only be a good thing too!

I arrived at Ninewells Hospital and was greeted by Elizabeth Norby and a 4th year Interaction Design student. We had a brief talk about what the project was all about. The NHS wanted to encourage patients to leave positive feedback as well as negative. People are quick to complain but are often shy about praising. We started off with an icebreaker exercise that I found really useful and have actually used in my own workshops and meetings. It involves a deck of cards with images on them, you spread them out on a table and each person chooses a card that represents how they are feeling about the current project. They then explain in turn why they chose each card. This is a nice quick way to get an insight not only on a persons mood but also their personality. I like to use it to  get a measure on how enthusiastic people are at the start of my workshops.

It was an interesting thought experiment. How can I get people to give positive feedback by a short video clip on the screens in the waiting rooms and wards? There’s little opportunity for audio and people rarely pay attention for more than ten seconds. I found this a difficult obstacle to overcome. I couldn’t just instruct people how to give feedback, they know how to give feedback, they just choose not to. I think it’s unlikely that you would thank your doctor immediately after or during your treatment and you are even less likely to follow up a week or two later. It’s out of your mind. It’s something to think about in the meantime.