Peninsula Community Health

Patient Experience Toolkit

The Kinda Magic toolkit is now live and available to download for free.

Quality monitoring of patient experience relies on metrics and indicators displayed in dashboards for ‘at a glance’ review of performance by senior managers, and assurance of quality and compliance by organisational Boards.  As such, metrics and indicators are important, but they are limited.

They are limited because

  1. Dashboards, alone (like the Friends and Family Test alone) do not help you to understand the underlying reasons for the scores you get. You won’t know what needs doing to put something right.

  2.  The data collected represents the views of patients who have the cognitive and communicative skills to answer questions. Patients with this level of understanding and ability to communicate are also more able to make their needs known, and as such are more likely to have a positive experience of care than patients who do not. Patients with dementia, learning disability, aphasia, and other cognitive and communicative problems do not tend to be asked about their experience, and if they are it’s not always interpreted adequately. Therefore, feedback from these groups of patients does not tend to be represented in our usual quality monitoring processes.

Kinda Magic is, in essence, an approach to gathering patient experience feedback for ALL patients, that seeks to capture the real experiences behind the data collected for quality monitoring metrics. See why we are so passionate about this in our short video.

This happens through engaging patients in conversation while they respond to questions (metrics) about aspects of their care and treatment. Asking them to expand on their responses to the questions gives meaning to the metrics and provides rich insights into what needs changing and also how.

The Kinda Magic approach then builds on this foundation and provides some tools and methods to collect feedback from those very patients who are so often excluded; these are some of our most vulnerable patients.

The key to the success of the Kinda Magic approach is its flexibility to adapt to different settings and client groups. This is because it provides a set of principles, rather than a fixed methodology, for applying it in practice.

Organisations who have used the process have applied it in quite different ways. The principles, however, are the same in all settings and enable improvements to be owned and driven by staff.

Kinda Magic puts quality where it belongs, at the point of contact with patients, clients, residents, or service users whilst providing the organisation with the information it needs for quality monitoring. 

To see and download the tools for free - click here

Kinda Magic was one of nine projects funded by the NHS Institute in the Patient Feedback Challenge. It was led by Peninsula Community Heath, working with several health and social care partners.

Related pages